Project Support Specialist II

Dealertrack is searching for a Project Support Specialist II to join our remote Hardware team. The Specialist works remotely with dealership clients and their IT to prepare, train, and support them through the setup of scanning/archiving systems, printers, and payment processing solutions during new dealership installs.
A core responsibility of this role is training clients on the system via remote sessions, ensuring they understand the tools and are fully prepared for go-live. This requires a proactive, self-starting approach-Specialists are expected to independently manage their projects, schedule their own calls, set expectations with clients, and drive all preparation tasks that ultimately support successful training.
Candidates should be located in Atlanta, GA; Burlington, VT; Draper, UT or Overland Park, KS.
Responsibilities:

• Communicate and coordinate with Dealership staff about software applications, hardware setup, training tasks, and project expectations via phone or email
• Independently schedule and lead calls with clients, managing all prep work required prior to training
• Train clients remotely (via Teams) on how to use the system, ensuring they are confident and prepared for go-live
• Assist dealership personnel, including local IT, with configuring dealership software applications and hardware remotely
• Troubleshoot and support scanning/archiving systems, network printers, impact printers, and payment solutions systems
• Manage a steady flow of multiple projects at once while meeting deadlines and maintaining high responsiveness
• Take full ownership of assigned installations by proactively anticipating needs, resolving issues, and driving completion
• Provide post-training support and troubleshooting to ensure smooth adoption
• Support printing setups for additional project types and meet established deadlines
• Support payment solution system projects including hardware setup, coordination, and troubleshooting
• Participate in the on-call rotation with other Hardware team members once a month

Minimum Qualifications:

• High School Diploma/GED and 3 years experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; or 5 years experience in a related field
• Previous technical support experience with hands-on troubleshooting of hardware and software in a Windows environment
• Proficiency troubleshooting Windows applications, hardware issues, and basic networking (including support for network printers)
• Passion for helping clients and ensuring a successful onboarding experience
• Strong customer service skills and ability to communicate effectively with clients
• Excellent oral and written communication skills; comfortable speaking with clients, leading conversations, delivering training, and setting expectations
• Ability to independently schedule calls, manage multiple projects, prioritize tasks, and meet deadlines in a high-volume, fast-paced environment
• Strong follow-up and follow-through skills with the ability to handle and respond to multiple open issues at once
• Detail-oriented with strong organizational skills, accuracy, and commitment to thoroughness
• Ability to think critically, creatively solve technical and project challenges, and adapt quickly to new or unexpected issues
• Highly self-motivated, proactive, able to take ownership of projects, and initiates communication without prompting
• Ability to work independently with minimal direction while remaining productive and timely
• Comfortable managing a steady flow of concurrent projects and adjusting to new systems, tools, procedures, and product updates
• Team-oriented mindset with the ability to collaborate across teams when needed
• Flexibility to work any shift during business hours, including extended or varied hours and overtime as needed

Preferred Qualifications:• Dealertrack DMS familiarity (system environment menu)
USD 22.02 - 33.08 per hour
Compensation:
Hourly base pay rate is $22.02 - $33.08/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.