Content Support Developer

About the Role:

The Content Support Developer position is responsible for maintenance requests submitted through Dealer Inspire Support when additional technical expertise is needed for pages, forms, menus, and more. Content Support Developers have a detailed working knowledge of the DI Platform, including all available plugins and features. They also have experience with coding languages, specifically Bootstrap 3 and 4 and an entry-level understanding for HTML and CSS.

Education & Experience

• High School Diploma (or equivalent experience)
• Experience with Salesforce, Wordpress and/or Slack a plus
• Experience in a support or service role within the Automotive, SaaS or MarTech industries a plus
• Experience with responsive design techniques

Nice to have:

• Any design experience with Photoshop, Illustrator, InDesign etc."

Required Skills / Abilities

• Must be able to work Saturday shifts
• Strong understanding of Wordpress - page templates, custom posts, and widgets
• Strong HTML/CSS skills including grid systems (Bootstrap 3 & 4)
• Solid knowledge of ADF/XML Notifications
• Solid understanding of how the OEM Provider affects forms & requirements on DI sites
• Experience with responsive design techniques
• Detail oriented, very organized and punctual
• Fast learner & interested in new technologies
• Ability to handle a high volume of support related inquiries with a high level of professionalism in both verbal and written communication
• Ability to quickly and effectively recognize a problem, determine the cause, take appropriate action and follow-up
• Ability to present information in a clear and understandable manner
• Ability to quickly develop rapport with others and adjust to different communication styles. Can easily interact with both colleagues and customers.
• Ability to diffuse high-tension situations comfortably
• Ability to multi-task and use time effectively and efficiently
• Skillful at embracing change, with a strong desire to adapt and learn in a fast-paced, constantly evolving industry
• Work defined shifts as determined by leadership, including Saturday and/or later shifts as assigned

Job Duties / Responsibilities

• Provide quality service to customers and that meets our customer expectations and in accordance with the department’s guidelines and policies.
• Work with services teams, back-end developers, and designers to fulfill support requests.
• Maintain complete working knowledge of all Content Support Developer tasks, while being a continuous learner.
• Maintain, create & update forms using the Gravity Forms plugin
• Utilize HTML, CSS & Bootstrap to create responsive, custom pages.
• Work with our team of designers to create custom images to complete tasks, as needed.
• Support data hygiene and trend identification; ensuring cases are properly categorized and documentation is updated as required.
• Perform triage on platform wide issues, create JIRA tickets as needed, and partner with engineering on resolution.
• Manage internal networking across pod assignments, influencing processes with other internal teams to drive an improved customer experience
• Deeply understand OEM SLA’s and program rules and educate the team as needed.
• Escalate more complex issues as needed to higher-level support teams and/or management; and de-escalate customers as needed.
• Stay aligned with internal knowledge sharing, platforms and training processes to accurately answer customer questions and to maintain personal skills.
• Use advanced product knowledge to educate customers on product features or additional services to meet their needs.
• Be a steward of our customer solutions by communicating process, system or technical improvement opportunities in line with current processes.
• Acquire technical certifications as required.
• Understand website package levels and set appropriate client expectations.
• Complete personal and department assigned goals."

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