Remote Automotive SaaS Support Specialist

J.D. Power; United States; Remote; USD 20,000 - 24,000; Full time

Job summary

J.D. Power is seeking a Customer Support Specialist to be the frontline for dealership users across applications, data, integrations, and services.

This role focuses on diagnosing issues, guiding users through complex workflows, and delivering timely, empathetic support in a fast-paced automotive environment. You will collaborate with Product, Engineering, Data, and Sales teams, document cases in CRM, and contribute to knowledge base improvements.

Qualifications

• Postsecondary education in IT, Business, Finance, Computer Science, or equivalent practical experience.
• 1–3 years of experience in customer, technical, or service desk support within a SaaS, data, or technology environment.
• Hands-on experience supporting dealer- and OEM-facing automotive software and data platforms.
• Experience troubleshooting FI systems, Authentication and Access, VIN decoding, incentives, configuration/build data, APIs, payments, reporting, and real dealer cases.
• Experience supporting customers across multiple channels (phone, email, chat, ticketing systems).
• Experience managing customer inquiries and escalating complex issues using defined processes.
• Dealer / automotive industry experience is an asset.

Responsibilities

• Serve as the first point of contact for customer inquiries related to usability, configuration, data, and software behavior.
• Diagnose, troubleshoot, and resolve issues across automotive data and workflow platforms, escalating when appropriate.
• Communicate clearly and empathetically to explain solutions, system behavior, and next steps.
• Document cases thoroughly and accurately in CRM and ticketing systems.
• Adhere to defined workflows, SLAs, and escalation processes to ensure consistent, reliable support.
• Collaborate with Product, Engineering, Data, and Sales teams to resolve issues and surface recurring defects.
• Contribute to knowledge base content, playbooks, and continuous process improvements.

Skills

Analytical thinking

Triage

Troubleshooting

Education

Postsecondary education in IT/Business/Finance/CS

Tools

Salesforce Service Cloud

CRM platforms

Ticketing systems

Job description

J.D. Power is seeking a Customer Support Specialist to be the frontline for dealership users across applications, data, integrations, and services.

This role focuses on diagnosing issues, guiding users through complex workflows, and delivering timely, empathetic support in a fast-paced automotive environment. You will collaborate with Product, Engineering, Data, and Sales teams, document cases in CRM, and contribute to knowledge base improvements.