Remote Automotive SaaS Support Specialist

J.D. Power; Michigan; À distance; USD 29 000 - 34 000; Plein temps

Résumé du poste

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

The role partners with dealers, internal teams, and product stakeholders to provide timely, high-quality resolutions while acting as a trusted advisor who understands both technology and automotive retail operations.

Qualifications

• Postsecondary education or equivalent practical experience.
• 1–3 years of experience in customer support, technical support, service desk, or a related role in SaaS/tech/data environments.
• Experience supporting dealer-facing or OEM-facing automotive software, applications, 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 skills with a customer-focused approach.
• Ability to learn and navigate complex systems, products, and technical environments.
• Strong organizational skills with high attention to detail.

Responsabilités

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

Connaissances

Analytical skills

Problem solving

Communication skills

Learning agility

Organizational skills

Formation

Postsecondary education or equivalent

Outils

Salesforce Service Cloud

APIs (REST/SOAP)

Description du poste

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

The role partners with dealers, internal teams, and product stakeholders to provide timely, high-quality resolutions while acting as a trusted advisor who understands both technology and automotive retail operations.