Customer Support Specialist
Location: Warren, MI 48093
Schedule: Hybrid (Monday & Friday WFH; Tuesday–Thursday in Office)

Pay Rate: Up to $32.96/hour, depending on chosen benefits

Job Description

Manage the day-to-day operation of a technical delivery and support website for the automotive aftermarket.
Provide second-level support for e-business and aftermarket support centers.
Review refund requests and government purchase forms.
Handle customer concerns and inquiries via a dedicated support email box.
Manage website issues, create IT help tickets, and oversee resolution.
Post maintenance announcements and notify relevant stakeholders of maintenance windows/issues.
Perform export screening reviews and maintain monthly sales reporting dashboards.
Manage IT enhancement projects, including user test cases, user acceptance testing, and code deployment sign-off.
Maintain and prioritize website enhancement logs.
Develop and maintain user and sales support materials for field teams and end users.
Monitor for abuse activity and manage special access requests (billing, licensees, partners, government agencies, etc.).
Schedule and manage monthly governance meetings (agenda, topics, tracking issues).
Support internal global stakeholders across multiple regions.
Report key information to the field during monthly calls.
Maintain and manage training course material required for compliance.
Participate in industry teams focused on service information, technology, and security.
Maintain “What is TDS?” presentation as website changes occur.
Frequent contact with others inside and outside the organization and industry.

Typical Day in the Role

Support and maintain an eCommerce website (backend tasks, small improvement projects)
Act as second-level support for the help desk (customer refunds, blocked accounts, etc.)
Collaborate with IT and service teams for system improvements and dealer services
Work within the Aftermarket space
Create “How-To” training materials for website users

Candidate Requirements

Experience: 2–3 years (open to 1 year for strong candidates)
Industry: Automotive aftermarket experience required; dealership experience preferred (past, not current)
Skills:

Value Proposition