Customer Support Specialist

Openlane; Carmel (IN); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental & vision benefits with

Employer-maid 401K

Paid vacation, personal and sick time

Job summary

OPENLANE is seeking a Customer Support Specialist to provide superior technical support to customers, troubleshooting hardware, software, and network issues. The role requires clear communication, 2+ years in customer service, and general automotive knowledge.

You will document interactions in Salesforce and help educate customers on best practices. Remote-friendly within the US, with opportunities to contribute to product improvements and training materials.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 2+ years of customer service or contact center experience.
• General automotive knowledge.
• Experience troubleshooting hardware, software, and network issues.
• Clear written and oral communication.
• Ability to learn new technologies quickly and solve problems creatively.
• Strong analytical, technical, and problem-solving skills.

Responsibilities

• Identify, research, and resolve technical and end-user application failures.
• Document research and customer interactions in Salesforce.
• Educate customers on best practices for using OPENLANE products.
• Escalate issues needing advanced product knowledge.
• Assist in creating training materials.
• Proactively identify product improvements.

Skills

Customer service

Communication

Analytical thinking

Problem solving

Organizational skills

Technical troubleshooting

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Five9

Slack

Google Suite

Job description

## Customer Support SpecialistApply: Remote: US - IN - Carmel (OPENLANE): Full time: Posted Today: R-255078**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**We’re Looking For:**A Customer Support Specialist who will be responsible for providing superior technical support and troubleshooting for OPENLANE customers. This position will use a range of technical expertise including customer service skills, tools, and resources available to deliver effective solutions to technical issues. **You Are:*** **Customer Obsessed**. You’re someone who consistently puts the needs and satisfaction of customers at the forefront, striving to deliver exceptional experiences and build lasting relationships* **Organized.** You possess a high level of efficiency and effectiveness in managing tasks, information, and resources.* **Tech-Savvy.** You have a deep understanding and adeptness with technology, effortlessly navigating digital tools and innovations to solve problems.**You Will:*** 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.**Who You Will Work With:*** Reporting to the Customer Service Manager, this role will support internal and external customers as they interact with the OPENLANE platform and offerings.**Must Have’s:*** 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 **Nice to Have’s:*** 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**Sound like a match? Apply Now - We can't wait to hear from you!**