Customer Support Specialist

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

📋 Description

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

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

• Clearly and empathetically explain solutions, system behavior, and the next steps to customers.

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

• Adhere to established workflows, service level agreements (SLAs), and escalation procedures.

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

• Contribute to the development of knowledge base content, playbooks, and ongoing process improvements.

• Provide initial customer support to dealership users across various applications, data, integrations, and services.

⛳️ Requirements

• Completion of postsecondary education in IT, Business, Finance, Computer Science, or equivalent practical experience.

• 1–3 years of experience in customer service, technical support, or service desk roles within a SaaS, data, or technology setting.

• Practical experience supporting dealer and OEM-facing automotive software and data platforms.

• Proficient in troubleshooting F&I systems, Authentication and Access, VIN decoding, incentives, configuration/build data, APIs, payments, reporting, and real dealer cases.

• Experience in managing customer inquiries and escalating complex issues through defined processes.

• Familiarity with automotive data concepts and systems.

• Working knowledge of REST/SOAP APIs and JSON/XML.

• Experience with CRM and ticketing platforms, such as Salesforce Service Cloud.

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

• Strong analytical, triage, and troubleshooting capabilities.

• Excellent written and verbal communication skills.

• Strong organizational skills and attention to detail.

• Proven ability to learn complex systems and product ecosystems.

• Availability for flexible shifts, primarily Monday–Friday 12pm–9pm EST, Saturday 10am–4pm EST, including statutory holidays and overtime as required; some service teams operate 24/7/365.

• Candidates must have legal authorization to work in the country where employment is offered.

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

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and development.

• Reasonable accommodations throughout the recruitment process for individuals with disabilities or other protected needs.