Support Operations Analyst

Description

Support Operations Analyst - Job Description

Provider Exchange Network (PEN), a business unit of Open Dealer Exchange, is seeking a curious, analytical Support Operations Analyst to join our team in Southfield, MI. PEN helps over 200 F&I (Finance and Insurance) product providers rate and contract aftermarket products electronically for car dealerships.

This position is ideal for someone interested in application support, API troubleshooting, software integrations, or technical operations. Our analysts investigate issues involving data exchange between automotive dealership systems and third-party product providers, working closely with technical teams to identify root causes and coordinate solutions.

No automotive experience needed! We’re looking for strong problem-solving skills, technical curiosity, clear communication, and a willingness to learn. Backgrounds in technical support, computer science, information systems, or software troubleshooting are encouraged to apply.

PEN offers a hybrid work model, a clear path for growth, and an excellent compensation and benefits package.

Responsibilities

• Deep Product and Industry Knowledge: Demonstrate advanced understanding of PEN’s products and services and how they impact the dealership F&I process. Apply that knowledge to Aftermarket Insurance Providers, Dealership System partners, and internal stakeholders.
• Issue Resolution: Independently troubleshoot complex issues, perform escalation triage, and drive timely resolution while identifying root causes and recommending corrective actions.
• Partner Communication: Communicate effectively with business partners regarding service-impacting changes, issue status, and support guidance, ensuring clarity and alignment across stakeholders.
• Product Administration: Obtain a deep understanding of the PEN Product Administration System and support all customer implementations.
• Training Support: Coordinate and deliver training and educational initiatives for business partners, and provide guidance that supports adoption and effective use of PEN products and processes.
• Business Advocacy: Serve as a liaison and advocate to ensure partner needs, concerns, and feedback are accurately represented and incorporated into support and operational priorities.
• Process Development: Contribute to the design, documentation, and continuous improvement of internal processes and procedures to increase efficiency, consistency, and service quality.
• Knowledge Management: Create, update, and maintain Knowledge Base articles and support documentation to ensure content accuracy, relevance, and usability for both internal teams and business partners.

Requirements

Job Requirements

• Bachelor’s Degree in Information Technology, Computer Science, or related field.
• 2-4 years of experience in technical support, client services, or business operations within a technology-driven environment.
• Demonstrated ability to manage work independently, prioritize competing demands, and exercise sound judgment in support of day-to-day operations and escalations.
• Excellent interpersonal skills with the ability to collaborate effectively across teams and with stakeholders.
• A combination of relevant education, training, and experience may be considered in lieu of formal qualifications.

Desired Skills

• Strong customer service and communication skills with a focus on professionalism, responsiveness, and partner relationship management.
• Exceptional communication skills, both verbal and written, with the ability to interpret and convey complex technical concepts to a wide range of audiences.
• Ability to collaborate effectively across multiple departments and levels within the organization to achieve common goals and drive resolution.
• A self-motivated and adaptable approach to working in a fast-paced and evolving environment.
• Able to work independently with minimal supervision, demonstrating strong initiative, accountability, and ownership of assigned work.
• Strong analytical and problem-solving skills, with the ability to identify trends, recommend improvements, and support more complex operational and support needs.