Website Support Specialist

Audi RED; Toronto; Remote; CAD 50,000 - 70,000; Full time

Job summary

Audi RED is seeking a proactive Website Support Specialist to provide technical support for dealership websites built on Adobe Experience Manager. The role involves troubleshooting issues, communicating with dealers, and ensuring quality assurance. Candidates should have experience in technical support and knowledge of automotive inventory systems, with a focus on delivering excellent customer service.

Benefits

Paid vacation and additional shutdowns around holidays

Premium full health benefits

Work-from-home setup allowance

Collaborative environment and team events

Qualifications

• Experience with AEM and automotive inventory management systems.
• Ability to manage multiple issues in a fast-paced environment.
• Strong communication and interpersonal skills.

Responsibilities

• Provide front-line technical support for dealership websites.
• Troubleshoot website-related issues and collaborate with teams.
• Educate dealers on website functionality and best practices.

Skills

Troubleshooting

Communication

Problem Solving

Organization

Education

2-5 years in technical support or digital platform operations

Tools

Adobe Experience Manager (AEM)

HTML/CSS

JIRA

ServiceNow

Job description

About Audi RED

Welcome to Audi RED, a new and exciting opportunity to change the way partners work together. Audi RED is an organization founded on a true partnership between BIMM Management Group, a leading Toronto-based digital and technology agency, and Audi, the automotive brand shaping the future of premium mobility.

Audi RED aims to be the technology center of North America and eventually the globe for Audi’s digital experience ecosystem. It will be the center of excellence, innovation, design, and delivery. Built upon the foundation of a longstanding partnership and a commitment to collective growth and success, Audi RED will be the bridge between agency and product, delivering the utmost in customer experience and service design through technologically driven solutions.

About The Role

We are open to remote candidates across Canada. This role will require candidates to work 8 hours within the window of 10am to 7pm EST. Details to be discussed further.

The one Audi Digital Dealer (oADD) team is seeking a proactive and detail-oriented Website Support Specialist to provide front-line technical support for live dealership websites on the oADD platform. These websites are built on the Adobe Experience Manager (AEM) platform and include complex integrations such as inventory, lead forms, and third-party tools. The ideal candidate has strong troubleshooting skills, working knowledge of automotive inventory management systems, and the ability to manage multiple issues efficiently in a fast-paced environment.

Responsibilities

1. Technical Support & Troubleshooting:
   1. Serve as the primary point of contact for dealers reporting website issues through email, phone, or ServiceNow.
   2. Troubleshoot a wide range of website-related issues, including AEM content updates, broken pages, lead form malfunctions, and inventory discrepancies.
   3. Utilize knowledge of automotive inventory management systems to investigate and resolve issues with missing inventory or incorrect pricing and details.
   4. Collaborate with Tier 2 and development teams to escalate complex technical issues when necessary.
   5. Maintain accurate documentation of issues, troubleshooting steps, and resolutions within support tickets.
2. Dealer Communication:
   1. Communicate promptly and professionally with dealers regarding technical issues, updates, and next steps.
   2. Set clear expectations on resolution timelines and provide ongoing status updates.
   3. Educate dealers on website functionality, inventory handling, and platform best practices.
3. Platform Knowledge & Execution:
   1. Use Adobe Experience Manager (AEM) to support site structure, content updates, and issue resolution.
   2. Understand how inventory data flows from third-party systems to the website, including mapping logic and feed schedules.
   3. Have working knowledge of DNS management, call tracking, and third-party integrations.
4. Quality Assurance & Continuous Improvement:
   1. Conduct validation and QA checks to ensure technical issues are resolved accurately and thoroughly.
   2. Identify recurring support themes and contribute to process improvements, internal documentation, and knowledge base development.
   3. Provide feedback to improve support workflows, tools, and dealer-facing resources.

Requirements

1. 2-5 years of experience in technical support, digital platform operations, or a customer-facing role in a tech environment.
2. Comfortable handling inbound support calls and working within a phone queue.
3. Experience with content management systems, ideally Adobe Experience Manager (AEM), and a working knowledge of HTML/CSS.
4. Familiarity with automotive inventory management systems (e.g., J.D. Power, Homenet, vAuto) and how they integrate with web platforms.
5. Basic understanding of DNS management and website hosting principles.
6. Proven ability to manage multiple issues simultaneously.
7. Strong organizational, communication, and problem-solving skills with the ability to prioritize effectively.
8. Experience with ticketing systems (e.g., JIRA, ServiceNow).
9. Excellent communication and interpersonal skills.
10. Ability to drive for results.

Nice to have

• Previous experience in the automotive industry is a plus.

What’s in it for you?

• Work-Life Balance: Paid vacation and additional shutdowns around holidays to allow us to reset and recharge.
• Benefits: Premium full health benefits and a work-from-home setup allowance.
• Culture: Collaborative environment, team events, and fun.
• Remote-first approach with in-office gatherings 1-2 times a month.

Audi RED is committed to providing an inclusive and accessible environment. We are an equal opportunity employer and consider all applicants without discrimination. Please inform us if accommodations are needed during the recruitment process.