oADD Website Support Specialist (2)

Welcome to Audi RED, a new and exciting opportunity to change the way partners work together. Audi RED is an organization founded on a true partnership between BIMM Management Group, a leading Toronto based digital and technology agency, and Audi, the automotive brand shaping the future of premium mobility.

Audi RED aims to be the technology center of North America and eventually the globe for Audi’s digital experience ecosystem. It will be the center of excellence, innovation, design, and delivery. Built upon the foundation of a longstanding partnership, and a commitment to collective growth and success, Audi RED will be the bridge between agency and product, delivering the utmost in customer experience and service design through technologically driven solutions.

Who we’re looking for

We are happy to be hiring 2 oADD Website Support Specialists!

The one Audi Digital Dealer (oADD) team is seeking a proactive and detail-oriented Website Support Specialist to provide front-line technical support for live dealership websites on the oADD platform. These websites are built on Adobe Experience Manager (AEM) and include complex integrations such as inventory feeds, and third-party tools. The ideal candidate has strong troubleshooting skills, displays extreme ownership, drives for results, communicates effectively, and has the ability to manage multiple issues efficiently in a fast-paced environment.

This role is focused on supporting and maintaining live sites, resolving dealer-reported issues, and collaborating with internal teams to ensure a high level of platform performance and customer satisfaction.

Responsibilities

Technical Support & Troubleshooting

• 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.

Dealer Communication

• 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.

Platform Knowledge & Execution

• Use Adobe Experience Manager (AEM) to support site structure, content updates, and issue resolution.
• Understand how inventory data flows from third-party systems to the website, including mapping logic and feed schedules.
• Maintain working knowledge of DNS settings, call tracking, and third-party integrations that affect site performance.

Quality Assurance & Continuous Improvement

• 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.

What’s in it for you?

• Work Life Balance: Paid vacation and additional shutdowns around holidays to allow us to reset and recharge so we come back better for our customers.
• Benefits: 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.
• Culture: 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.

Audi RED is committed to providing an environment that is inclusive and accessible. We are an equal opportunity employer and considers all applicants for employment without discrimination. Please let us know if accommodation for the recruitment/interview process is required and we will work with you to make sure your needs are met.