Customer Support Specialist
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Job Description
Customer Support Specialist troubleshooting technical issues for OPENLANE’s digital used-vehicle marketplace. Educating customers, documenting resolutions, and escalating complex platform problems.
Responsibilities:
- Provide superior technical support and troubleshooting for OPENLANE customers
- Identify, research, and resolve technical and end-user application failures and deficiencies
- Ensure proper follow-through on directives, bulletins, and schedules from management
- Proactively identify product improvement opportunities to enhance ease of use and functionality
- Educate and coach customers on best practices for using OPENLANE products and services
- Develop and maintain competitive knowledge and expertise in products, industry trends, and other developments
- Document research and customer interactions in Salesforce CRM
- Assure customer acceptance and quality of resolution
- Identify and escalate issues requiring advanced product knowledge or technical expertise
- Serve as a subject matter expert for training-material design and development
- Use analytical and decision-making skills to offer options and resolve problems
- Engage in self-directed learning to increase functional product knowledge
- Document known errors, workarounds, procedures, and product-specific information
- Support internal and external customers interacting with the OPENLANE platform and offerings
Requirements:
- Bachelor’s degree or equivalent work experience
- 2+ years customer service / contact center experience
- General automotive knowledge
- Experience troubleshooting hardware, software, and network-related issues
- Ability to communicate clearly and concisely, orally and in writing
- Ability to quickly learn new technologies
- Strong analytical, technical, and problem-solving skills
- Experience with Salesforce, Five9, Slack, and Google Suite
- Web crawling/search experience
- Ability to retain State/Local/Federal/Contract Requirements for the role
- Ability to manage tasks and inquiries for VIP clientele
- Customer service skills including phone etiquette, empathy, and active listening
- Eagerness to learn, take direction and feedback, multitask, manage time, and problem-solve
Benefits:
- Competitive pay
- Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
- Immediately vested 401K (US) or RRSP (Canada) with company match
- Paid Vacation, Personal, and Sick Time
- Paid maternity and paternity leave (US)
- Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
- Robust Employee Assistance Program
- Employer paid Leap into Service Day to volunteer
- Tuition Reimbursement for eligible programs
- Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
- Company culture of internal promotions, diverse career paths, and meaningful advancement
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