Customer Support Specialist

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Act as the initial point of contact for customer inquiries regarding usability, configuration, data, integrations, and software functionality.

• Diagnose, troubleshoot, and address issues across automotive data and workflow platforms, escalating as necessary.

• Communicate effectively and with empathy to customers about solutions, system behavior, and subsequent steps.

• Accurately document customer interactions, troubleshooting actions, and resolutions within CRM and ticketing systems.

• Follow established workflows, service level agreements (SLAs), and escalation protocols.

• Collaborate with Product, Engineering, Data, Sales, and Customer Success teams to investigate issues and recognize recurring patterns.

• Contribute to the knowledge base documentation, support playbooks, and initiatives for continuous process improvement.

• Assist customers through phone, email, chat, and case management systems.

• Provide frontline support to dealership users across applications, data, integrations, and services.

• Diagnose issues, guide users through intricate workflows, and manage expectations in fast-paced dealer environments.

⛳️ Requirements

• Postsecondary education in Information Technology, Business, Finance, Computer Science, or a related field; equivalent practical experience will also be considered.

• 1-3 years of experience in customer support, technical support, service desk, or a related role within a SaaS, technology, or data-driven context.

• Experience supporting dealer-facing or OEM-facing automotive software, applications, or data platforms.

• Proficient in troubleshooting software, data, authentication and access issues, reporting, integrations, APIs, payments, and customer workflows.

• Experience managing customer inquiries and escalating complex issues using established support processes.

• Strong analytical, diagnostic, and problem-solving abilities.

• Exceptional written and verbal communication skills with a focus on customer satisfaction.

• Capability to learn and navigate complex systems, products, and technical environments.

• Strong organizational skills with meticulous attention to detail.

• Availability to work flexible shifts, primarily Monday through Friday between 9:00 am and 7:00 pm EST.

• Willingness to work occasional Saturdays, statutory holidays, overtime, and on-call schedules as required by business demands.

• Candidates must be legally authorized to work in the country where employment is offered.

• JD Power does not offer employment sponsorship for this position.

• Preferred: Experience in the automotive retail, dealership, or OEM industry.

• Preferred: Familiarity with automotive data concepts, vehicle configuration/build data, incentives, VIN decoding, and F&I systems.

• Preferred: Working knowledge of REST and SOAP APIs, JSON and XML data formats.

• Preferred: Experience using CRM and ticketing platforms such as Salesforce Service Cloud.

• Preferred: Experience with diagnostic tools, testing utilities, and data validation tools.

• Preferred: Prior experience providing support in a high-volume, fast-paced software environment.

• Preferred: Familiarity with telephony systems and omnichannel support platforms.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Disability insurance.

• Life insurance.

• Retirement savings programs.

• Paid time off.

• Wellness programs.

• Flexible work arrangements.

• Opportunities for learning and development.

• Other company-sponsored benefits.