Technical Customer Service Agent-Remote

ADEC ADESA Auction Canada Corp; Toronto; Remote; CAD 28,000 - 32,000; Full time

Benefits offered by this job

Remote work in Canada

Competitive compensation

Job summary

OPENLANE is seeking a Bilingual Technical Customer Service Agent to join our Global Customer Service team. This remote Canada role focuses on delivering exceptional support, troubleshooting site navigation, login permissions, and functionality across multiple platforms.

You will handle inbound inquiries, perform outbound follow‑ups, and navigate multiple systems to ensure first contact resolution, with 2+ years in customer service or technical support and a Bachelor's degree in hand.

Qualifications

• 2+ years of customer service or technical support experience.
• Bachelor's degree in business or related field or equivalent experience.
• Strong ability to troubleshoot and resolve issues across multiple platforms.

Responsibilities

• Handle inbound customer inquiries with timely, accurate responses.
• Initiate outbound calls to address concerns and ensure positive experiences.
• Work across chat, written cases, and phone calls to resolve issues.
• Collaborate with cross‑functional teams to expedite resolutions.
• Use CRM Salesforce and contact center systems to track interactions and cases.
• Manage 60–100 interactions per day while maintaining quality standards.

Skills

Customer service

Technical support

Communication skills

Bilingual English/French

Education

Bachelor's degree in business or related field

Tools

GDC Salesforce

Contact Center software

Job description

Who We Are

At OPENLANE we make wholesale easy so our customers can be more successful. We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles. We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use. And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values

• Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate.
• Relentless Curiosity. We seek to understand and improve our customers’ experience.
• Smart Risk‑Taking. We transform risk into progress through data, experience, and intuition.
• Fearless Ownership. We deliver what we promise and learn along the way.

What We Offer

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

*This is a Remote position in Canada. Business hours are Monday to Friday 7:00 am to 8:00 pm EST, Saturday 8:00 am to 6:00 PM EST. Agents work a 40-hour work week during business operations, scheduled in 8.5-hour shifts that include a 30-minute unpaid lunch break.

We’re Looking For

We are seeking a Bilingual Technical Customer Service Agent with experience providing exceptional customer service and troubleshooting. You will be part of a Global Customer Service team responsible for ensuring customer satisfaction and issue resolution. In this role, you will have the opportunity to use your experience in prioritizing customer needs, resolving issues efficiently, and maintaining a positive customer‑centric approach. You must have the ability to navigate multiple systems and software to ensure you attempt to have a first‑contact resolution. The ideal candidate will have 2+ years of experience in customer service or technical support with the ability to develop a strong understanding of our product offerings.

You Are

• Customer‑Focused. Your primary focus is on understanding and meeting the needs of our customers. You go the extra mile to ensure their satisfaction and happiness.
• Effective Communicator. You possess strong communication skills, both verbal and written, allowing you to articulate solutions clearly and concisely.
• Adaptable. You are flexible and can easily adapt to changes in procedures, priorities, and technology. While on a call or chat, you will be required to navigate multiple systems and software.
• Resolute. You strive for excellence to obtain First Contact Resolution by identifying issues, understanding requests, determining the root cause, and then selecting or explaining the solution clearly and effectively.
• Technically Proficient. You have a solid understanding of technical troubleshooting, including site navigation, login issues, and application functionality, and can assist customers with these issues effectively.

You Will

• Handle inbound customer inquiries and provide timely and accurate responses.
• Initiate outbound calls to address customer concerns and ensure they have a positive experience in a timely manner.
• Work within multiple channels to include chat, case (written), and phone calls (verbal).
• Collaborate with cross-functional teams to expedite issue resolution and enhance the overall customer experience.
• Assist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms.
• Use CRM software, specifically GDC Salesforce, and a Contact Center telephony system to track customer interactions and manage cases.
• Handle approximately 60 - 100 interactions per day, including calls, chats, cases, and Slack channel requests, ensuring quality standards for all interactions are met.

Must Have’s

• 3+ Years of customer service or technical support experience.
• Bachelor's degree in business or other related field. May have related experience in lieu of a degree.
• Proficiency in handling customer inquiries, resolving issues, and managing customer expectations.
• Strong organizational and time management skills.
• The ability to troubleshoot within technical applications and proficiency in utilizing multiple applications at once.
• Excellent oral and written communication skills.
• Assist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms. Use CRM software, specifically GDC Salesforce, and a Contact Center telephony system to track customer interactions and manage cases.

Nice to Have’s

• Experience using CRM software for tracking customer interactions.
• Previous experience in the automotive industry.
• Existing familiarity with our specific product offerings.

Compensation Range of Hourly

$20.00 - $23.00 CAD

Company Overview

OPENLANE makes wholesale easy so our customers can be more successful. Our end-to-end platform serves the remarketing needs of the world’s largest OEMs, dealers, fleet operators, rental companies and financial institutions. We’re a technology company delivering next generation tools to accelerate and simplify remarketing. We’re an analytics company leveraging data to inform and empower our customers with clear, actionable insights. And we’re an auction company powering the world’s most advanced digital used vehicle marketplaces. In 2021, OPENLANE sold nearly 2.6 million vehicles valued at over $40 billion through our auctions and generated approximately $2.3 billion in revenue. Our integrated digital marketplaces and vehicle logistics centers reduce risk, improve transparency and streamline the experience for customers in about 75 countries. OPENLANE continues to make investments in innovation, strategic acquisitions and integrations to better serve our customers. Headquartered in Carmel, Indiana, OPENLANE has about 5,000 employees and maintains business units across North America, Europe, the Philippines and Uruguay. Together, the OPENLANE brands provide a complete remarketing solution for our customers.

OPENLANE is an equal opportunity employer and a drug‑free workplace.