Powersports Customer Support Representative

Dominion Enterprises; Norfolk (VA); Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Paid time off

Bonus program

Job summary

Dominion Enterprises (DE) is seeking a Customer Support Representative for the DX1 Powersports Software, helping powersports dealerships across the country navigate the platform and resolve issues.

You will troubleshoot, provide remote guidance, collaborate with multiple teams, and contribute to improving support processes while enjoying a hybrid schedule in Norfolk area.

Qualifications

• Experience in customer support for SaaS or software platforms.
• Ability to explain complex software clearly.
• Experience with phone-based support.
• Familiarity with dealership operations or DMS is a plus.

Responsibilities

• Provide friendly, knowledgeable support by phone and ticketing system.
• Investigate issues, research behavior, and collaborate with teammates.
• Own the customer experience from initial contact to resolution.
• Deliver remote guidance and training to customers.
• Collaborate with Support, Implementation, Account Management, and Product Development.
• Contribute to internal documentation and process improvements.

Skills

Communication

Customer focus

Problem solving

Tech troubleshooting

Team collaboration

Tools

Ticketing system

Job description

Description

Position at DX1 Platform
Customer Support Representative – DX1 Powersports Software

Do you enjoy helping people, solving problems, and learning new technology? At DX1, we're looking for a Customer Support Representative to help powersports dealerships get the most out of the software they rely on every day.

Our platform supports nearly every aspect of dealership operations, from sales and inventory to service, accounting, and digital marketing.

In this role, you'll work directly with dealership employees across the country, helping them troubleshoot challenges, navigate our platform, and make the most of its capabilities. Whether you're resolving an unexpected issue or walking someone through a new workflow, your work will have a direct impact on our customers' success.

Why Join Us?

• Work with technology that makes a difference. Your work helps real businesses solve operational challenges and serve their own customers more effectively.
• Build valuable software expertise. Gain hands‑on exposure to a platform spanning dealership sales, parts, service, accounting, and digital operations.
• Be part of a collaborative environment. Work alongside experienced teammates and collaborate with departments across the business.
• Make an impact beyond individual support requests. Your insights and experiences can contribute to improving support processes, documentation, and the overall customer experience.

Location

Applicants must reside within Norfolk, VA, Chesapeake, VA, Virginia Beach, VA, Suffolk, VA, Portsmouth, VA, Hampton, VA, Newport News, VA, or surrounding areas within a reasonable commute to our Norfolk campus office.

Flexibility

This role offers a hybrid work schedule:

• Remote Workdays: Mondays and Fridays
• In-Office Workdays: Tuesdays, Wednesdays, and Thursdays

Team members are scheduled to work approximately one Saturday every 4–6 weeks. When working a Saturday, you'll have the following Monday off instead of your regularly scheduled remote workday

Our hybrid schedule is designed to balance flexibility with the collaboration needed to support our customers effectively. As customer and business needs evolve, work schedules may be adjusted.

What You’ll Do

As a Customer Support Representative, you'll be the go-to expert for assisting dealerships using the DX1 solution. Your role includes:

• Help customers solve problems. Provide friendly, knowledgeable support by phone and through our ticketing system, helping dealership staff navigate software questions, troubleshoot issues, and find solutions.
• Investigate and troubleshoot. Ask thoughtful questions, research unexpected behavior, identify potential causes, and collaborate with teammates when additional expertise is needed.
• Own the customer experience. Manage support inquiries from initial contact through resolution, keeping customers informed and ensuring they understand the next steps.
• Teach and empower customers. Provide remote guidance and training to help dealerships become more confident and effective using the DX1 platform.
• Collaborate across teams. Work with colleagues in Support, Implementation, Account Management, Data Migration, and Product Development to address customer needs.
• Help us continuously improve. Contribute to internal documentation, share recurring customer challenges, and identify opportunities to improve the support experience.

What We’re Looking For

• Strong verbal and written communication skills, with the ability to explain information clearly and patiently.
• A customer-focused mindset and genuine interest in helping people solve problems.
• Comfortable communicating with customers over the phone and learning to navigate new software applications.
• Strong critical‑thinking and troubleshooting skills, with a willingness to investigate unfamiliar issues.
• The ability to manage multiple tasks, stay organized, and follow through on commitments.
• Curiosity, adaptability, and enthusiasm for learning new technologies.
• A collaborative attitude and willingness to contribute to team success.

Experience That's a Plus

• Previous experience supporting SaaS platforms, business applications, or technical software.
• Experience providing customer support over the phone.
• Familiarity with dealership operations, Dealer Management Systems (DMS), or retail management software.
• Experience with QuickBooks, accounting software, or similar business tools.
• Background in software training, customer onboarding, website management, or digital marketing.

What We Offer

• Compensation: $18-22/hr for this role, plus a quarterly bonus plan of up to $250 per quarter. Compensation factors include geography, experience, education, job demands, job market, etc.
• Medical, Dental, Vision, flexible spending account. Coverage starts on the first day of the following month, after 30 days of employment.
• 401(k), matching up to 4%
• Paid vacation, company holidays and sick leave
• Corporate discount opportunities

Join a Team That Drives Success

This is more than a job—it’s a chance to be the voice of DX1, helping customers unlock their full potential. If you’re ready to bring your customer support expertise to an innovative and rewarding role, we’d love to hear from you!

About DE

Dominion Enterprises (DE) is a privately held data services and software services conglomerate offering client solutions through stand‑alone businesses serving several verticals including automotive, hospitality, franchise, real estate and powersports. Our customers rely on our B2B products and services through "DataOne Software", "Dominion DMS", "Activator Dealer Solutions", "Dealer Specialties", "Cross‑Sell", "Travel Media Group", "Franchise Ventures", "PrimeStreet", and "Recreational Dealer Solutions". DE is headquartered in Norfolk, Virginia. We are proud of our collaborative, innovative, team‑oriented work environments, excellent career enrichment opportunities, community service opportunities, competitive earnings, and comprehensive benefits package including a generous 401(k) plan. DE is an equal opportunity employer and supports a diverse workforce, and is a drug-testing employer.