Technical Support Specialist - Customer-Obsessed

OPENLANE; United States; Remote; USD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, and vision with HSA

Immediately vested 401K or RRSP

Paid Vacation, Personal, and Sick Time

Paid maternity/paternity leave

Disability insurance

Employee Assistance Program

Service Day volunteering

Tuition Reimbursement

Opportunities for advancement

Job summary

OPENLANE is seeking a Customer Support Specialist to provide superior technical support and troubleshooting for OPENLANE customers. You will use your customer service skills and technical resources to deliver effective solutions to issues.

You will document research in Salesforce, educate customers on best practices, and identify opportunities to improve product usability and support processes.

Qualifications

• Bachelor's degree or equivalent work experience is required.
• 2+ years of customer service or contact center experience is required.
• General automotive knowledge is preferred.
• Experience troubleshooting hardware, software, and network issues.
• Clear written and oral communication skills.

Responsibilities

• Identify, research, and resolve technical and end-user issues.
• Follow directives, bulletins, and schedules from management.
• Proactively suggest product improvements to enhance usability.
• Educate customers on best practices for OPENLANE products.
• Maintain knowledge of products, industry trends, and developments.
• Document research and customer interactions in Salesforce.
• Ensure customer acceptance and quality of resolution; escalate when needed.
• Contribute as a SME for training materials design and development.
• Use analysis to offer options and resolve problems across contexts.
• Pursue self-directed learning to increase product knowledge.
• Document known errors, workarounds, procedures, and product details.

Skills

Customer obsession

Organized

Tech-savvy

Education

Bachelor's degree or equivalent

Tools

Salesforce

Five9

Slack

Google Suite

Job description

OPENLANE is seeking a Customer Support Specialist to provide superior technical support and troubleshooting for OPENLANE customers. You will use your customer service skills and technical resources to deliver effective solutions to issues.

You will document research in Salesforce, educate customers on best practices, and identify opportunities to improve product usability and support processes.