Opportunity & Position Overview:

The Launch Associate 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. 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 the 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

•       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

•       Access software updates, drivers, knowledge bases, and FAQ’s resources on the Intranet to assist with end users issues

•       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 desired result

•       Identify and improve process and gaps within the launch process and systems

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

•       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

•       Technical Trade school and/or Business diploma

•       Prior Help Desk experience in a call center environment is an asset

•       Knowledge of digital media in an asset

•       Experience in Automotive is an asset