Digital Support Specialist

Job#: 3039921

Job Description:

As a Digital Support Specialist, you will serve as the primary point of contact for both dealer partners and end customers, guiding users through the full capabilities of the Excelerator platform. This role is essential to delivering a seamless and efficient purchasing experience by providing timely, accurate, and high-quality support across all user interactions.

In addition to platform support, you will lead the administration of the Independent Repair Facility (IRF) program, which extends enhanced benefits to qualifying repair facilities. This program plays a key role in elevating customer satisfaction while driving increased engagement and revenue across the dealer network. As the program owner, you will evaluate eligibility, provision system access, and act as a trusted advisor to dealers, customers, and field teams.

You will also play a critical role in capturing and translating user feedback into meaningful insights. By analyzing trends and synthesizing real-world input, you will provide actionable recommendations to the product development team, helping shape future enhancements and ensure ongoing alignment with customer needs and business objectives.

Key Responsibilities

• Serve as the primary support contact for dealers and customers, providing expert guidance on platform functionality and best practices.
• Respond to user inquiries and issues in a timely, professional manner, including troubleshooting, root cause analysis, and resolution.
• Escalate complex issues to appropriate stakeholders, including technical teams or business leads, ensuring proper follow-through and communication.
• Gather, analyze, and synthesize feedback from users to identify trends, recurring pain points, and opportunities for enhancement.
• Document support processes, workflows, and best practices to strengthen internal knowledge bases and training resources.
• Develop and track key performance indicators (KPIs) such as response time, resolution rates, and recurring issue trends to continuously improve support operations.
• Participate in testing and validation of new platform features, providing detailed feedback on usability, performance, and potential improvements.
• Lead administration of the Independent Repair Facility (IRF) program, including:
  • Evaluating facility eligibility against established program criteria
  • Provisioning system access for approved participants accurately and efficiently
  • Acting as a primary point of contact for program-related inquiries and ongoing support

Required Qualifications

• Bachelor's degree in Business, Information Systems, Operations, or a related field
• 2+ years of experience in software operations, customer support, or eCommerce environments
• Strong communication skills, with the ability to convey information clearly and professionally in both written and verbal formats
• Highly organized and detail-oriented, with the ability to manage and track multiple inquiries and tasks effectively
• Ability to quickly learn new systems and adapt to evolving tools, workflows, and processes
• Proven ability to manage competing priorities in a fast-paced environment
• Continuous improvement mindset, with a focus on identifying and implementing measurable process enhancements
• Experience developing and maintaining documentation such as SOPs, FAQs, and internal knowledge bases
• Familiarity with key support metrics, including first response time, resolution rate, and first-contact resolution

Preferred Qualifications

• Experience within the automotive, transportation, or aftermarket services industry
• Hands-on experience with support platforms such as Zendesk, ServiceNow, or Salesforce
• Proficiency with data visualization and business intelligence tools such as Power BI or Tableau
• Experience using SQL to query and analyze data for reporting and operational insights
• Exposure to AI-driven support tools or workflow automation platforms (e.g., chatbots, virtual agents, Power Automate, or ticketing system automation)
• Familiarity with Agile product development methodologies and collaboration tools such as Jira and Confluence

Work Environment

This position is based in a hybrid work environment, requiring four days per week in-office and one day remote. This structure is designed to foster collaboration, strengthen team alignment, and support the delivery of innovative, customer-focused solutions.

Additional Information

• Candidates must be legally authorized to work in the United States at the time of application
• This position is not eligible for visa sponsorship or relocation assistance

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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