Support Specialist

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Purpose: First point of contact; quick resolution and triage.

Typical Responsibilities

• User assistance: login issues, password resets, access/role problems
• Data entry errors and minor configuration checks
• Incident logging, categorization, and escalation to L2 when needed

Skills & Tools

• Strong DMS navigation knowledge (good to have)
• Ticketing tools (ServiceNow, Jira, Remedy)
• SOPs/KB usage

KPIs

• Average Handle Time (AHT)
• SLA adherence

L2 Support (Level 2 – Functional / Technical Specialists)

Purpose: Deeper investigation and resolution of complex issues.

Typical Responsibilities

• Troubleshooting functional issues across modules (Sales, Service, Parts, Accounting)
• Data issues (posting errors, integrations, batch jobs, EOD/EOM failures)
• Configuration changes, permissions, workflows
• Root Cause Analysis (RCA) and permanent fixes
• Supporting integrations (OEM interfaces, DMS–CRM, accounting exports)
• Liaising with vendors/OEMs and escalating to L3 if required

Skills & Tools

• Advanced DMS expertise (module-level) (good to have)
• SQL/basic database understanding (where applicable)
• Log analysis, reports, and reconciliation
• Change management and documentation

KPIs

• Resolution time
• Reopen rate
• Quality of fix / recurrence reduction
• SLA compliance

Seniority Level

Associate

Employment Type

Full-time

Job Function

Information Technology

Industries

IT Services and IT Consulting