Customer Support Specialist

About the Role

OPENLANE is seeking a Customer Support Specialist who will be responsible for providing superior technical support and troubleshooting for OPENLANE customers. This position will use a range of technical expertise including customer service skills, tools, and resources available to deliver effective solutions to technical issues.

What You Will Do

• Identify, research, and resolve technical and end-user application failures and deficiencies.
• Ensure proper follow-through on all directives, bulletins, and schedules from management.
• Work to proactively identify areas where product improvements can be made to provide enhanced ease of use and functionality.
• Educate and coach customers on best practices for using OPENLANE products and services.
• Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments.
• Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability.
• Assure customer acceptance of and quality of resolution. Identify and escalate issues that require advanced product knowledge or technical expertise.
• Serve as a Subject Matter Expert for the design and development of training materials.
• Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts.
• Continuously engage in self-directed learning opportunities to increase functional product knowledge.
• Document known errors, workarounds, procedures, and product-specific information.

Who You Will Work With

Reporting to the Customer Service Manager, this role will support internal and external customers as they interact with the OPENLANE platform and offerings.

Must-Have Qualifications

• Bachelor's degree or equivalent work experience.
• 2+ years customer service / contact center experience.
• General automotive knowledge.
• Experience troubleshooting hardware, software, and network related issues.
• Ability to communicate clearly and concisely, both orally and in writing.
• Demonstrated ability to quickly learn new technologies and a drive to solve problems efficiently and with creativity.
• Strong analytical, technical and problem-solving skills.

Nice-to-Have Qualifications

• Experience with Salesforce, Five9, Slack, & Google Suite.
• Web Crawling/Search experience.
• Ability to retain knowledge of State/Local/Federal/Contract Requirements for Role.
• Able to successfully manage tasks and inquiries for VIP clientele.
• Customer Service including Phone Etiquette, Empathy and Active Listening.
• Eagerness to learn, take direction and feedback, multi-task, time manage, and problem-solve.

Pay

Compensation Range of Hourly: $17.00 - $19.00