Support Analyst

OPENLANE; United States; Hybrid; USD 28,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, and vision benefits

Immediately vested 401K with company 1

Paid Vacation, Personal, and Sick Time

Paid maternity and paternity leave

Employer-paid disability and life保险

Robust Employee Assistance Program

Tuition Reimbursement

Opportunities to expand skills

Job summary

OPENLANE is seeking a Support Analyst to join our fast-paced service desk, providing first-level IT support, troubleshooting hardware and software, and resolving customer issues via email and phone. The ideal candidate has at least 1 year of experience in customer or technical support, strong communication, and the ability to work 7:00 AM–8:00 PM, Monday–Friday, onsite in Carmel, IN or remote.

You will participate in resolving issues and improving service delivery in a dynamic environment.

Qualifications

• Minimum of 1 year of customer or technical support experience.
• Working knowledge of Windows OS, Google Workspace, and Microsoft Office.
• Ability to differentiate application, hardware, and network issues for troubleshooting.
• Experience with ServiceNow or other ticketing systems.
• Strong verbal and written communication and documentation skills.
• Ability to work required support hours with flexibility for overtime.

Responsibilities

• Provide first-level support for technical issues via email and phone, aiming for 85% first contact resolution.
• Respond accurately and efficiently to customer incidents and service requests.
• Differentiate between application, hardware, and network issues to direct cases appropriately.
• Follow escalation procedures and ensure timely follow-up on open incidents until resolution.
• Achieve a CSAT score of 4.5+ through excellent service delivery.
• Document all support activities in the ServiceNow ticketing system.
• Troubleshoot issues involving Windows, Google Workspace, and Microsoft applications.
• Identify opportunities to automate or simplify recurring issues and improve self-service.
• Collaborate with team and escalate as needed to resolve problems.

Skills

Customer support

Technical troubleshooting

Windows OS

Google Workspace

Microsoft Office

ServiceNow

Tools

ServiceNow

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:

We are seeking a Support Analyst with experience in technical troubleshooting, customer service, and first-level IT support. You will be part of a customer service driven, fast-paced, high-volume service desk team responsible for supporting OPENLANE customers with technical issues related to custom applications, hardware, and software. You will be involved in responding to support requests via email and phone, diagnosing root causes, and ensuring timely resolution through proper escalation procedures. In this role, you will have the opportunity to use your experience in problem solving, communication, and systems knowledge to improve the employee support experience and drive operational excellence. The ideal candidate will have at least 1 year of experience providing customer support or technical assistance, preferably within a service desk or call center environment.

You Are:

• Customer-focused. You prioritize providing excellent service and clear communication in every interaction.
• Analytical. You can quickly assess an issue, determine root causes, and identify whether escalation is required.
• Detail-oriented. You document issues thoroughly and maintain accurate records within the ticketing system.
• Collaborative. You work closely with colleagues and higher-tier support to resolve issues efficiently.
• Resilient. You perform well under pressure and adapt to the fast pace of a high-volume environment.
• Orderly. You can juggle multiple tasks at once, triage your time well, and ask for help when needed

Ability to work between the hours of 7:00AM and 8:00PM M-F. Work overtime as needed.

Location: Onsite in Carmel, IN HQ office or Remote

You Will:

• Provide first-level support for technical issues via email and phone, focusing on achieving 85% first contact resolution.
• Respond accurately and efficiently to customer incidents and service requests.
• Differentiate between application, hardware, and network issues to direct cases appropriately.
• Follow OPENLANE’s escalation procedures and ensure timely follow-up on open incidents until resolution.
• Achieving a Customer Satisfaction Survey score of 4.5 or above through excellent service delivery.
• Document all support activities clearly and consistently within the ServiceNow ticketing system.
• Troubleshoot issues involving Windows Operating Systems, Google Workspace, and Microsoft applications.
• Identify opportunities to automate or simplify recurring issues, enhancing customer self-service capabilities.
• Share ideas for process improvement and collaborate with the team to implement long-term solutions.
• Demonstrate professionalism, patience, and effective relationship management in all interactions.
• Work scheduled shifts between 7:00 AM and 8:00 PM (Monday–Friday) and overtime as needed.
  

Who You Will Work With:

• Reporting to the Service Desk Manager, this role collaborates closely with other analysts, technical specialists, and escalation teams.
  

Must Have’s:

• Minimum of 1 year of experience providing customer or technical support (preferably in a ticket-based environment).
• Working knowledge of Windows Operating Systems, Google Workspace, and Microsoft Office Suite.
• Ability to differentiate application, hardware, and network issues for efficient troubleshooting.
• Familiarity with Windows Registry, ini files, and Control Panel settings.
• Experience with TCP/IP, LAN/WAN, Active Directory, network printers, and A/V systems.
• Experience using ServiceNow or other ticket management systems.
• Strong verbal and written communication skills, including professional telephone etiquette.
• Excellent organizational and documentation skills.
• Ability to work effectively under pressure and manage multiple issues simultaneously.
• Strong initiative and ability to proactively identify and resolve problems.
• Ability to work required support hours with flexibility for overtime.

Nice to Have’s:

• Mac, Apple IOS, and Android proficiency.
• Fluency in French (spoken and written) to support customers in Canada.
• Working toward a technical certification or a 2-year degree in Computer Science, Information Systems, or related field.
• Experience with hardware troubleshooting and repair.
• Knowledge of wireless technology and network configuration.

Compensation Range of

Hourly: $20.00 - $22.00 USD