Remote Automotive SaaS Support Specialist

J.D. Power; California; Remote; USD 28,000 - 33,000; Full time

Job summary

JD Power is seeking a Remote Customer Support Specialist to serve dealership users across applications, data, integrations, and services. You will diagnose issues, guide users through complex workflows, and manage expectations in fast-paced automotive environments.

Collaborate with product, engineering, and success teams to deliver timely resolutions and continuous improvement. You will work primarily Monday–Friday, with occasional Saturday coverage, and support through phone, email, chat, and

Qualifications

• Postsecondary education in Information Technology, Business, Finance, Computer Science, or related field; equivalent practical experience considered.
• 1-3 years of experience in customer support in SaaS, tech, or data-driven environment.
• Experience supporting dealer-facing or OEM-facing automotive software or data platforms.
• Experience troubleshooting software, data, authentication and access issues, reporting, integrations, APIs, payments, and customer workflows.
• Experience managing customer inquiries and escalating complex issues using defined support processes.
• Strong analytical, diagnostic, and problem-solving skills.
• Excellent written and verbal communication with a customer-focused approach.
• Ability to learn and navigate complex systems, products, and technical environments.
• Strong organizational skills with attention to detail.

Responsibilities

• Serve as the first point of contact for customer inquiries related to usability, configuration, data, integrations, and software behavior.
• Diagnose, troubleshoot, and resolve issues; escalate when appropriate.
• Communicate clearly and empathetically about solutions, system behavior, and next steps.
• Document customer interactions and resolutions in CRM and ticketing systems.
• Adhere to workflows, SLAs, and escalation procedures for consistent support delivery.
• Collaborate with Product, Engineering, Data, Sales, and Customer Success teams to identify recurring trends.
• Contribute to knowledge base, playbooks, and continuous process improvement.
• Support customers through phone, email, chat, and case management systems.

Skills

Analytical skills

Communication skills

Problem solving

Customer focus

Learning agility

Education

Postsecondary education in IT/Business/CS

Tools

Salesforce Service Cloud

CRM systems

REST/SOAP APIs

JSON/XML data formats

Job description

JD Power is seeking a Remote Customer Support Specialist to serve dealership users across applications, data, integrations, and services. You will diagnose issues, guide users through complex workflows, and manage expectations in fast-paced automotive environments.

Collaborate with product, engineering, and success teams to deliver timely resolutions and continuous improvement. You will work primarily Monday–Friday, with occasional Saturday coverage, and support through phone, email, chat, and