Deal Exchange, a business unit of Open Dealer Exchange, is seeking a Product Support Analyst to support its workforce in Southfield, MI. As a Product Support Analyst, you will be responsible for providing technical and product support to lenders, dealers, and dealer system providers. As the "face" of the company, this individual will be on the front line when product issues impact customers, making this position critical to Deal Exchange's success. The ideal candidate will be pleasant and engaging, able to think on their feet, and professional and courteous to customers. Deal Exchange is a dynamic, exciting place to work. We hire exceptional people and every one of them is empowered to think independently, to take the initiative as an employee and to be innovative. Deal Exchange offers a hybrid work model as well as an excellent compensation/benefit package. 

Responsibilities

• Understand Deal Exchange’s products and services: Display an in-depth understanding of the products and services provided by Deal Exchange to effectively address customer needs and challenges.
• Perform problem resolution and escalation triage: Identify and resolve issues, including determining when and how to escalate problems to the appropriate team
• Troubleshoot and resolve issues: Identify and resolve problems by analyzing root causes and implementing appropriate solutions.
• Communicate with customers and partners: Actively engage with affected customers and partners, providing regular updates and follow-ups to ensure timely resolution.
• Conduct trend analysis: Analyze trends to detect recurring issues, assess potential impacts, and identify transactions needing recovery, while keeping stakeholders informed.
• Escalate issues when needed: Appropriately escalate complex issues to ensure they are given the necessary attention and resolved effectively.
• Collaborate with cross-functional teams: Work with Client Relationship Managers, Developers, Product Owners, and Vendor Partners to support the release of product updates and enhancements.
• Provide after-hours support: Be available for after-hours support as part of a rotating schedule to provide 24/7 availability for critical issues.

Required Skills & Experience 

• 3+ years of experience in one or more of the following areas:

• Curiosity and a demonstrated ability to investigate and solve problems effectively
• Exceptional communication and customer service skills, both written and verbal
• Highly organized with strong attention to detail
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint) and other similar tools

Preferred Skills & Experience 

• Bachelor’s degree in Computer Science, Business, or a related field, or equivalent applicable experience is strongly preferred.
• Experience in automotive finance or a related field is highly preferred.
• Experience with Postman (or similar tools) for testing back-end distributed applications, as well as familiarity with SPLUNK logs, is strongly preferred.
• Familiarity with SDLC methodologies, particularly Agile, is preferred.