Senior Support Analyst

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

📋 Description

• Deliver first-level technical support and conduct basic security assessments for OPENLANE staff.

• Address issues related to custom applications, hardware, software, and access management.

• Manage incoming calls and email tickets from Monday to Friday in a dynamic, high-volume service desk setting.

• Resolve a minimum of 85% of incoming incidents on the first contact while adhering to user verification and access-permission security protocols.

• Provide precise, timely, and secure solutions while achieving a customer satisfaction (CSAT) score of 4.5 or greater.

• Analyze root causes, recurring threats, and application problems; recommend long-term solutions, self-service options, or automation.

• Oversee security and access requests, identify potential risks, manage routine identity-management requests, and escalate security incidents to the Information Security team.

• Record incidents in ticketing systems and adhere to defined escalation procedures.

• Share insights and propose enhancements to service desk processes.

⛳️ Requirements

• At least 5 years of experience in customer-facing roles, preferably in phone-based technical support.

• Pursuing or holding a technical degree (Associate's or higher) in Computer Science/Information Systems, an IT certification (e.g., CompTIA A+, Network+, Security+), or equivalent practical experience.

• Basic understanding of identity and access management (Active Directory/Entra ID), secure password resets, phishing awareness, and endpoint security principles.

• Proficient in Windows Operating Systems, Google Workspace, and the Microsoft Office suite.

• Practical experience in troubleshooting PC hardware, network connectivity (TCP/IP, LAN/WAN, Wi-Fi), network printers, and audio/video systems.

• Knowledge of Windows Registry, .ini file configurations, and Control Panel settings.

• Experience with ticketing platforms (e.g., ServiceNow) for logging, tracking, and documenting incidents.

• Availability to work shifts between 6:45 AM and 8:15 PM (Monday–Friday) and perform overtime as needed.

• Proficiency in French is a desirable advantage, though not mandatory.

🏝️ Benefits

• Competitive compensation.

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

• 401K (US) or RRSP (Canada) with company match, immediately vested.

• Paid vacation, personal, and sick leave.

• 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 courses.

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

• Company culture promoting internal promotions, diverse career paths, and meaningful growth.