Opportunity & Position Overview:

The Launch Associate, Tier 2 is responsible for ensuring, from beginning to end, our customers and products are launched quickly and accurately. Resolution includes but is not limited to the following:

Identify, research, and resolves technical problems, timely response to telephone calls, email and personnel requests for support, setting up technical aspects of the product to prepare for launch. The position also required accurate documentation and tracking and monitoring the launch to ensure a timely resolution. This position may also be called upon to deliver training and support needs for LotLinx personnel and customers with telephone/email/chat help desk activities. Support and demonstration of the LotLinx values and expectations for customer support and satisfaction are fundamental to this team and position.

Duties & Responsibilities:

• Assist with the launching of product/customers

• Act as a point of reference for sellers, AMs, 3rd parties, and dealers

• Communication between teams; sellers, technical support, strategists to ensure timely launches

• Reaching out to 3rd parties, vendors and dealers to ensure accurate and required information and in cases, written dealership approval is obtained

• Provide quality service to LotLinx’s internal customers in all assigned tasks, while upholding LotLinx values at all times

• Creating GA Goals and GTM Events

• Executing scripts and code for inventory parsing

• Setting up URL patterns and crawling instances for deep linking

• Support all internal customers with product training, knowledge and expertise

• Log and track support calls in the designated LotLinx system(s) prioritize and escalate jobs as required to ensure customer satisfaction

• Identify and improve gaps and process in product launches and data retrieval

• Brief customers, as well as management on the status of current resolution efforts and, attend daily/weekly meetings as requested or required

• Assist with the development and testing of newly designed products for operational integrity and function

• Effectively communicate the ideas, expectations, and goals while working with and through others to achieve the desired result

Qualifications, Competencies and Position Requirements:

Knowledge, Skills & Abilities

• Provide quality service to LotLinx internal customers in all assigned tasks, while upholding LotLinx values at all times

• Must have strong administrative, organizational and technical abilities/skills

• Strong technical abilities, comfortable within code and running scripts (Java, PHP, Python, etc.)

• Database experience and MySQL

• Communication skills, strong verbal and written skills

• Strong understanding and comprehension skills

• Computer literacy skills and knowledge. Computer abilities with the understanding of terminology and functionality

• Ability to multitask - Sense of urgency; maintain a positive attitude

• Excellent telephone presence with organized follow-up skills

• Ability to be proactive and able to take direction and establish ownership of projects.

• Demonstrated networking skills, able to foster strong relationships internally and externally.

• Strong customer focus; service-oriented attitude

Education & Experience

• Experience in a support or product launch environment

• Experience in Tier 2 technical role

• Technical Trade school and/or Business diploma

• Knowledge of digital media in an asset

• Experience in Automotive is an asset