Note: The job is a remote job and is open to candidates in USA. OPENLANE is hiring a Customer Support Specialist to provide technical support and troubleshooting for customers using its digital wholesale vehicle marketplace. The role resolves technical issues, educates customers on products and services, documents interactions, and identifies opportunities to improve the customer experience.
Responsibilities
- Identify, research, and resolve technical and end-user application failures and deficiencies
- Ensure proper follow-through on all directives, bulletins, and schedules from management
- Work to proactively identify areas where product improvements can be made to provide enhanced 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 areas of products, industry trends, and other developments
- Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability
- Assure customer acceptance of and quality of resolution. Identify and escalate issues that require advanced product knowledge or technical expertise
- Serve as a Subject Matter Expert for the design and development of training materials
- Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts
- Continuously engage in self-directed learning opportunities to increase functional product knowledge
- Document known errors, workarounds, procedures, and product-specific information
Skills
- 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, both orally and in writing
- Demonstrated ability to quickly learn new technologies and a drive to solve problems efficiently and with creativity
- Strong analytical, technical and problem-solving skills
- Experience with Salesforce, Five9, Slack, & Google Suite
- Web Crawling/Search experience
- Ability to retain knowledge of State/Local/Federal/ Contract Requirements for Role
- Able to successfully manage tasks and inquiries for VIP clientele Customer Service including Phone Etiquette, Empathy and Active Listening
- Eagerness to learn, take direction and feedback, multi-task, time manage, and problem-solve
Benefits
- 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
Company Overview