Customer Support Specialist

OPENLANE; United States; Remote; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, and vision with HSA

Immediately vested 401K or RRSP

Paid Vacation, Personal, and Sick Time

Paid maternity/paternity leave

Disability insurance

Employee Assistance Program

Service Day volunteering

Tuition Reimbursement

Opportunities for advancement

Job summary

OPENLANE is seeking a Customer Support Specialist to provide superior technical support and troubleshooting for OPENLANE customers. You will use your customer service skills and technical resources to deliver effective solutions to issues.

You will document research in Salesforce, educate customers on best practices, and identify opportunities to improve product usability and support processes.

Qualifications

• Bachelor's degree or equivalent work experience is required.
• 2+ years of customer service or contact center experience is required.
• General automotive knowledge is preferred.
• Experience troubleshooting hardware, software, and network issues.
• Clear written and oral communication skills.

Responsibilities

• Identify, research, and resolve technical and end-user issues.
• Follow directives, bulletins, and schedules from management.
• Proactively suggest product improvements to enhance usability.
• Educate customers on best practices for OPENLANE products.
• Maintain knowledge of products, industry trends, and developments.
• Document research and customer interactions in Salesforce.
• Ensure customer acceptance and quality of resolution; escalate when needed.
• Contribute as a SME for training materials design and development.
• Use analysis to offer options and resolve problems across contexts.
• Pursue self-directed learning to increase product knowledge.
• Document known errors, workarounds, procedures, and product details.

Skills

Customer obsession

Organized

Tech-savvy

Education

Bachelor's degree or equivalent

Tools

Salesforce

Five9

Slack

Google Suite

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

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 escalated 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