Product Support Analyst I

Product Support Analyst I - Job Description

Deal Exchange, a business unit of Open Dealer Exchange, is seeking a Product Support Analyst I to support its workforce in Southfield, MI. As a Product Support Analyst I, you will troubleshoot and resolve issues reported by dealer and lender partners while working directly with dealerships to drive utilization, map workflows, and implement best practices. The ideal candidate will have experience in automotive finance or dealership operations, technical troubleshooting, and dealer-facing communication. Deal Exchange is a dynamic, exciting place to work. We hire exceptional people, empower independent thinking, and offer a hybrid work model. 

Responsibilities

• Troubleshoot and resolve dealer and lender issues: Identify root causes of reported issues, document findings, and drive timely resolution for dealer and lender partners.
• Drive product utilization: Work hands-on with dealer F&I staff to provide guidance, training, and workflow support to maximize their use of Deal Exchange products.
• Maintain product expertise: Develop and sustain a deep understanding of Deal Exchange products, services, and dealer workflows within a DMS environment.
• Communicate proactively with customers and partners: Keep affected customers and partners informed throughout the resolution process, ensuring timely follow-up and a positive support experience.
• Recommend improvements: Identify and communicate process and solution improvements to enhance the overall product and user experience.
• Maintain documentation and reporting: Keep the Knowledge Base current and document utilization metrics for both internal stakeholders and dealership partners.

• 3+ years of experience in automotive finance or related field 
• Excellent communication and customer service skills, both written and oral
• Highly preferred experience with Postman, SQL tools and SPLUNK logs.
• Familiarity with ADO and ServiceNow
• Analyzing XML, JSON data messages.
• Demonstrated interest and capability to investigate and solve problems
• Perform root cause analysis and document findings 
• Highly organized and high attention to detail
• Willingness to provide occasional after-hours coverage as needed
• Requires computer proficiency in MS Office – Word, Excel, PowerPoint, SharePoint and similar tools.
• Bachelor’s degree in computer science, Business and/or applicable experience is strongly preferred.