Technical Support & Implementation Specialist

voAIce; United States; Remote; USD 70,000 - 120,000; Full time

Benefits offered by this job

Health, dental & vision insurance

Paid time off

Travel expense coverage

On-site launch support

Job summary

voAIce is seeking a Technical Support & Implementation Specialist to support dealership partners using DealerCRM. You will handle inbound inquiries via phone, email, and chat, diagnose issues, and drive first-contact resolutions while documenting thoroughly.

The role involves on-site launches, staff training, and travel to dealership rooftops. You will lead with clear technical explanations, own cases end-to-end, and collaborate with Tier 2, Engineering, and Implementation teams to ensure

Qualifications

• 2+ years in technical or software customer support.
• 1+ years directly with automotive or RV dealerships.
• Experience with CRM platforms and ticketing systems.
• Ability to troubleshoot multi-variable technical issues and explain complex workflows.

Responsibilities

• Answer inbound inquiries via phone, chat, and email with first-contact resolution.
• Document, track, and close support cases with thorough diagnostic notes.

Skills

CRM platforms

Ticketing systems

Cloud software

Active listening

Education

College degree preferred (Associate or Bachelor’s)

Job description

DealerCRM by voAIce | Technical Support & Implementation Specialist

Location: Remote (Occasional travel required for on-site dealership launches)

Department: Support & Implementation

Employment Type: Full-Time

Schedule: Monday through Friday (Core dealership business hours, with coverage shifts based on time zone) Occasional weekends may be needed.

VoAIce designs, builds, and operates the unified selling system for modern retail dealerships across North America. Our platform combines our flagship product, DealerCRM, with our proprietary conversational assistant, OliviaAI, alongside unified communication tools, inventory cataloging, and deal structuring software.

Built specifically for automotive, RV, marine, powersports, and commercial equipment retailers, voAIce replaces fragmented third-party vendors with a single native operating system. Our Customer Support and Implementation team works on the front lines with dealership personnel to drive system adoption, maintain platform performance, and ensure operational success across every rooftop we support.

Job Description

The Technical Support & Implementation Specialist delivers technical support and hands-on onboarding to dealership partners using DealerCRM. This role handles inbound support inquiries across phone, email, and chat, diagnoses technical and workflow challenges, and drives cases to resolution with an emphasis on first-contact resolution and thorough documentation.

In addition to day‑to‑day remote support, this position participates in new store implementations and launches. You may travel to dealership locations to assist with on‑site system rollouts, lead staff training sessions, and ensure a smooth go‑live transition.

We are seeking a critical thinker who avoids script‑based answers, takes complete ownership of dealership‑impacting issues, and communicates technical concepts clearly to store personnel.

Essential Functions

• Answer inbound inquiries from dealership staff via phone, chat, and email, providing clear, step‑by‑step guidance with a focus on first‑contact resolution.
• Manage, document, and track support cases, capturing full diagnostic notes, reproduction steps, and final resolutions.
• Troubleshoot core DealerCRM platform functionality:
• Lead flow, tracking sources, and ADF/XML data parsing.
• Desking workflows and financial calculation structures.
• Telephony, SMS, and email communication integrations.
• User roles, system permissions, and rooftop configuration settings.
• Operational reporting and data export discrepancies.
• Perform root‑cause analysis to distinguish between user training gaps, configuration errors, third‑party integration issues, and software bugs.
• Prepare clear, fully reproducible technical escalations for Tier 2 and Engineering teams when code‑level intervention is required.
• Guide dealership staff on platform best practices, helping teams build sustainable operational habits rather than relying on temporary workarounds.
• Travel to dealership rooftops to assist with on‑site launches, conducting in‑person walkthroughs and supporting staff during live go‑live periods.
• Maintain ticket ownership across the full case lifecycle, preventing unresolved closures or unverified escalations.
• Meet departmental benchmarks for ticket quality, resolution time, documentation accuracy, and launch execution.

Required Skills & Experience

• 2+ years of technical support, software customer support, or help desk experience.
• 1+ years of experience working directly in or with automotive or RV dealerships.
• Working knowledge of CRM platforms, ticketing systems, and basic cloud software architecture.
• Demonstrated ability to troubleshoot multi‑variable technical issues and explain complex workflows to non‑technical users.
• Professional phone etiquette, strong active listening, and clear written communication skills.
• Valid driver’s license, clean driving record, and the ability to travel independently by air or vehicle (estimated travel up to 50% to 60% based on launch schedule).

Preferred Qualifications

• College degree preferred (Associate or Bachelor’s degree, or equivalent practical experience).
• Prior experience with automotive lead flow standards (ADF/XML formats) and CRM desking tools.
• Familiarity with dealership operations, including BDC workflows, sales floor processes, and inventory feeds.
• Experience conducting on‑site software training, system cutovers, or client onboarding visits.

Core Competencies

• Diagnostic Thinking: Approaches software issues methodically, isolating variables to confirm root causes.
• Accountability & Ownership: Follows through on open issues until resolution is confirmed by the dealership.
• Effective Communication: Conveys technical steps clearly and patiently across all dealership roles, from sales reps to general managers.
• Adaptability: Shifts smoothly between remote ticket triage and high‑energy on‑site launch environments.
• Team Collaboration: Works cross‑functionally with Tier 2, Engineering, and Implementation specialists to resolve recurring platform issues.
• Competitive base salary with performance‑based incentives.
• Health, dental, and vision insurance coverage.
• Paid time off and company‑recognized holidays.
• Complete travel expense coverage and corporate booking arrangements for on‑site launches.