Customer Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the primary contact for customer inquiries regarding usability, configuration, data, and software functionality.

• Identify, troubleshoot, and resolve issues across automotive data and workflow platforms, escalating when necessary.

• Clearly and empathetically communicate solutions, system behaviors, and subsequent steps.

• Thoroughly and accurately document cases in CRM and ticketing systems.

• Follow established workflows, Service Level Agreements (SLAs), and escalation processes.

• Work collaboratively with Product, Engineering, Data, and Sales teams to address issues and highlight recurring defects.

• Participate in developing knowledge base content, playbooks, and ongoing process enhancements.

• Provide customer support from Monday to Friday during shifts that range from 8:00 a.m. to 4:00 p.m. or 11:30 a.m. to 8:00 p.m.

⛳️ Requirements

• 2 to 5 years of experience in customer, technical, or service desk support within a SaaS, data, or technology setting.

• Familiarity with REST/SOAP APIs and JSON/XML data formats.

• Proven ability to master complex systems and product ecosystems.

• Experience with CRM and ticketing systems.

• Proficiency in using diagnostic tools, internal test utilities, and data validation tools.

• Strong analytical, triage, and troubleshooting capabilities.

• Excellent written and verbal communication skills, along with customer empathy and a professional demeanor while providing high-level support.

• Post-secondary education in IT or Computer Science, or equivalent practical experience is preferred.

• Preferably, hands-on experience supporting dealer- and OEM-facing automotive software and data platforms.

• Experience in managing customer inquiries and escalating complex issues through established processes is preferred.

• Must be legally authorized to work in Canada; JD Power does not offer employment sponsorship.

🏝️ Benefits

• Medical, dental, vision, disability, and life insurance.

• Retirement savings programs.

• Paid time off.

• Wellness programs.

• Additional company-sponsored benefits.

• Flexible work arrangements.

• Opportunities for learning and development.