Remote Automotive Support Specialist

J.D. Power; United States; Remote; USD 60,174,000 - 74,501,000; Full time

Job summary

JD Power is seeking a Customer Support Specialist to serve as the frontline for dealership users across our automotive data, integrations, and services. This remote role supports US and Canada clients, diagnosing issues, guiding users through complex workflows, and delivering timely, empathetic resolutions.

You will collaborate with Product, Engineering, Data, and Sales teams, document cases in CRM, and contribute to knowledge base content while upholding SLAs in a fast-paced environment.

Qualifications

• Postsecondary education in IT, Business, Finance, CS, or equivalent practical experience.
• 1–3 years of SaaS, data, or technology support within a software environment.
• Hands-on experience supporting dealer and OEM automotive software and data platforms.

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

API troubleshooting

CRM (Salesforce)

Customer empathy

SaaS support

Education

Postsecondary IT/Business/CS

Tools

Salesforce Service Cloud

REST/SOAP APIs

Diagnostic tools

Job description

JD Power is seeking a Customer Support Specialist to serve as the frontline for dealership users across our automotive data, integrations, and services. This remote role supports US and Canada clients, diagnosing issues, guiding users through complex workflows, and delivering timely, empathetic resolutions.

You will collaborate with Product, Engineering, Data, and Sales teams, document cases in CRM, and contribute to knowledge base content while upholding SLAs in a fast-paced environment.