Customer Support Specialist

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

📋 Description

• Deliver exceptional technical support and troubleshooting assistance to OPENLANE customers.

• Analyze, investigate, and rectify technical issues and end-user application shortcomings.

• Ensure adherence to directives, bulletins, and timelines set by management.

• Proactively pinpoint opportunities for product enhancements to improve usability and functionality.

• Educate and mentor customers on best practices for utilizing OPENLANE products and services.

• Cultivate and sustain a competitive understanding of products, industry trends, and other relevant developments.

• Record research findings and customer interactions within Salesforce CRM.

• Guarantee customer satisfaction and the quality of resolutions provided.

• Recognize and escalate issues that necessitate advanced product knowledge or technical proficiency.

• Act as a Subject Matter Expert for the creation and development of training materials.

• Employ analytical and decision-making capabilities to present options and resolve issues.

• Engage in self-directed learning to enhance functional product expertise.

• Document known errors, workarounds, procedures, and product-specific details.

• Assist both internal and external customers in navigating the OPENLANE platform and its offerings.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Over 2 years of experience in customer service or contact center roles.

• General knowledge of automotive principles.

• Proficient in troubleshooting hardware, software, and network-related challenges.

• Excellent oral and written communication skills, with clarity and conciseness.

• Quick learner of new technologies.

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

• Experience with Salesforce, Five9, Slack, and Google Suite is preferred.

• Preferred background in web crawling/search techniques.

• Familiarity with State/Local/Federal/Contract Requirements is advantageous.

• Ability to manage tasks and inquiries for VIP clients is preferred.

• Strong customer service skills, including phone etiquette, empathy, and active listening.

• Willingness to learn, follow directions and feedback, multitask, manage time effectively, and solve problems.

🏝️ Benefits

• Competitive salary.

• Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US).

• Immediately vested 401K (US) or RRSP (Canada) with company matching.

• Paid vacation, personal, and sick time.

• Paid maternity and paternity leave (US).

• Employer-covered short-term disability, long-term disability, life insurance, and AD&D (US).

• Comprehensive Employee Assistance Program.

• Employer-sponsored Leap into Service Day for volunteering.

• Tuition reimbursement for eligible programs.

• Opportunities to enhance your skill set and share knowledge within a publicly traded, global organization.

• Company culture that promotes internal promotions, diverse career paths, and meaningful advancement.