L1 Web support Analyst

As a customer-focused L1 Support Analyst, you will be the frontline support for our digital platforms, ensuring seamless operations for our clients. This role is pivotal in managing inbound dealer contacts, creating and triaging support tickets, and performing initial diagnostics to resolve common site issues. Your clear communication and reliable documentation will play a key role in maintaining high standards of service and satisfaction. Serve as the primary first point of contact for dealers via phone, email, and ticketing system. Triage inbound requests, gather required information, reproduce issues where possible, and create well-documented support tickets. Perform initial diagnostics for common website incidents. Apply standard runbooks to resolve routine issues and perform basic remediation, such as cache clears and DNS checks. Maintain timely communication with dealers, confirming receipt and providing status updates until resolution. Update and maintain internal knowledge base articles and runbooks with findings or improvements.