Audi RED

Website Support Specialist

Audi RED

full-time

Posted on:

Location Type: Remote

Location: Canada

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Tech Stack

AEMDNS

About the role

  • Serve as the primary point of contact for dealers reporting website issues through email, phone, or our internal ticketing system.
  • Participate in a phone queue, answering inbound calls from dealers and documenting support requests.
  • Troubleshoot a wide range of website-related issues, including AEM configurations, inventory discrepancies, third party issues, and site performance concerns.
  • Utilize knowledge of automotive inventory management systems to investigate and resolve issues with vehicle data display, missing inventory, or incorrect pricing and details.
  • Collaborate with Tier 2 and development teams to escalate complex technical issues when necessary.
  • Maintain accurate documentation of issues, troubleshooting steps, and resolutions within support tickets.
  • Communicate promptly and professionally with dealers regarding technical issues, updates, and next steps.
  • Set clear expectations on resolution timelines and provide ongoing status updates.
  • Educate dealers on website functionality, inventory handling, and platform best practices.
  • Use Adobe Experience Manager (AEM) to support site structure, content updates, and issue resolution.
  • Maintain working knowledge of DNS settings, call tracking, and third-party integrations that affect site performance.
  • Conduct validation and QA checks to ensure technical issues are resolved accurately and thoroughly.
  • Identify recurring support themes and contribute to process improvements, internal documentation, and knowledge base development.
  • Provide feedback to improve support workflows, tools, and dealer-facing resources.

Requirements

  • 2+ years of experience in technical support, digital platform operations, or a customer-facing role in a tech environment.
  • Familiarity with automotive inventory management systems (e.g., Homenet, vAuto, Inventory+) and how they integrate with web platforms.
  • Experience with content management systems, ideally Adobe Experience Manager (AEM), and a working knowledge of HTML/CSS.
  • Comfortable handling inbound support calls and working within a phone queue.
  • Strong organizational, communication, and problem-solving skills with the ability to prioritize effectively.
  • Experience using ticketing systems such as SalesForce or Jira.
Benefits
  • Paid vacation and additional time off throughout the year to allow us to reset and recharge so we come back better for our customers.
  • We offer premium full health benefits so you get the coverage you need, as well as a work from home set up allowance to get you comfy.
  • We’re passionate about working collaboratively, bonding through team events, and most importantly having fun.
  • We’re remote first, but love connecting and collaborating in-office. If you are an in-office creature, enjoy our beautiful dog-friendly office located in the Distillery District, stuffed with snacks.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
AEMHTMLCSStroubleshootingQA checksinventory management systemsticketing systemsprocess improvementsthird-party integrationssite performance
Soft skills
communicationorganizationalproblem-solvingprioritizationcustomer servicecollaborationdocumentationexpectation managementeducationfeedback