Product Support Manager

We are looking for a Product Support Manager who is looking to grow their career in client management and technical support.

The Product Support Manager will maintain the functionality standards of our products, serving as the first point of contact for our clients and fulfilling change requests as needed. The ideal candidate has experience with client support or product support, along with strong proficiency in website technology and production. They should be highly observant, organized, a clear communicator, proactive in process improvement initiatives, and possess analytical thinking skills.

This is an entry level product support position. Success in this role looks like:

• Going above and beyond in communicating expectations, issue resolution, and escalations to external clients and other departments.
• Maintaining a positive attitude with all clients; taking pride in being upbeat and helpful.
• Speed and accuracy; meeting or exceeding your teams’ SLA’s.
• Meeting a quota of quality checks throughout each month.
• Able to prioritize longer-term projects.
• Thorough understanding of our software and offer management standards.
• Accurate record keeping of all client interactions and internal documentation, maintaining detailed records and issue resolutions.

Preference will be given to candidates available from 11a-8p CST/ 8a-5p PST.

Your Duties Will Include

• Performing quality checks of all clients for ongoing proper installation of our products.
• Proactively contact clients via phone and email based on client needs.
• Set up regular check in meetings with clients and to make best practice recommendations.
• Mastering use of our proprietary technology platform and project management systems to perform updates for clients and internal teams.
• Responding to incoming technical, customer support, and service offer update requests via web help desk, providing prompt and accurate technical assistance, troubleshooting, and resolution.
• Assist our sales team, account managers, and resellers with web support.
• Customer representative responsibilities include being the first point of contact on our phone lines; providing exemplary customer service.
• QA customers offer changes and other projects as necessary.
• Working cross-functionally to identify ways to improve the support process, internal communications and admin functionality for your team and clients.
• Other duties as assigned.

Required Skills and Qualifications

• 1 years remote customer service/support experience
• 1 years working with website technologies, such as HTML, Wordpress, etc.
• Obsessed with detail with demonstrated critical thinking skills
• Excellent general computer operation skills
• Excellent communication skills, both verbal and written
• Excellent time management skills
• Highly organized and self-motivated
• Strong listening and people skills
• Ability to follow a defined process, and suggest improvements when necessary
• A self-starter – someone who can get going without constant supervision.
• Friendly and has a strong team focus

Preferred

• Associates degree (or higher) in communications, marketing, online marketing, website production, or field with related experience.
• Demonstrated knowledge and understanding of Internet Marketing Solutions and their use within the Automotive Industry is strongly preferred.
• 1 years working in the Automotive industry
• Bilingual in English and Spanish

What We Offer

This is a full-time, salaried, bonus-eligible, W-2, remote position. Base pay is $45,000 - $50,000, based on experience.

This role features an opportunity to develop professionally and advance in a career in technical customer service and customer support.

We offer paid health, dental, vision, and life insurance. We offer two weeks of paid time accrued in the first year, plus 9 holidays.

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. FixedOPS Marketing makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Our Culture

We operate a remote team. All of our staff members are experts in their specialties. With a remote team, we base success on employee performance. We have fun, but take our work seriously. We allow our employees to excel in their areas of expertise to be the best version of their professional selves!

We welcome like-minded team members who prefer a remote work environment and the room to use their skills to the fullest extent. We want all our employees to have the space they need to grow and thrive!

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. FixedOPS Marketing makes hiring decisions based solely on qualifications, merit, and business needs at the time.

About FixedOPS Marketing

FixedOPS Marketing LLC () is a growing SAAS provider specializing in offer-based marketing solutions for the fixed operations segment within automotive dealerships throughout North America. We provide car dealerships, service centers, and independent service centers with marketing tools designed to attract customers to their website and convert those customers into visitors to the service center.

Our innovative solutions help dealerships enhance customer engagement, boost retention, and drive revenue into their service departments. We rely heavily on video, analytics, and integrations to increase customer engagement and drive conversions for our clients. The solution is sold via monthly subscription fees with low initial investment.

Job Type

Full-time

Pay

$45,000 - $50,000

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you speak any languages in addition to English?

Education:

• Associate (Required)

Experience:

• Marketing: 1 year (Preferred)
• Website Support: 1 year (Required)
• Customer Service: 1 year (Required)
• automotive industry: 1 year (Preferred)

Location:

• Portland, OR (Washington County) (Required)

Work Location: Remote

Salary : $45,000 - $50,000