[Hiring] Customer Support Specialist @J.D. Power

Role Description

Customer Support Specialists are the frontline of the customer experience, providing accurate, empathetic, and solution-oriented support to dealership users across applications, data, integrations, and services. This role focuses on diagnosing issues, guiding users through complex workflows, and managing expectations in fast-paced dealer environments where timing and clarity matter.

The Customer Support Specialist partners closely with dealers, internal teams, and product stakeholders to deliver timely, high-quality resolutions while serving as a trusted advisor who understands both the technology and operational realities of automotive retail.

In this role, you will:

• Serve as the first point of contact for customer inquiries related to usability, configuration, data, integrations, and software behavior.
• Diagnose, troubleshoot, and resolve issues across automotive data and workflow platforms, escalating when appropriate.
• Communicate clearly and empathetically with customers regarding solutions, system behavior, and next steps.
• Document customer interactions, troubleshooting efforts, and resolutions accurately within CRM and ticketing systems.
• Adhere to established workflows, service level agreements (SLAs), and escalation procedures to ensure consistent support delivery.
• Collaborate with Product, Engineering, Data, Sales, and Customer Success teams to investigate issues and identify recurring trends.
• Contribute to knowledge base documentation, support playbooks, and continuous process improvement initiatives.
• Support customers through multiple communication channels, including phone, email, chat, and case management systems.

Qualifications

• Postsecondary education in Information Technology, Business, Finance, Computer Science, or a related field; equivalent practical experience will be considered.
• 1-3 years of experience in customer support, technical support, service desk, or a related role within a SaaS, technology, or data-driven environment.
• Experience supporting dealer-facing or OEM-facing automotive software, applications, or data platforms.
• Experience troubleshooting software, data, authentication and access issues, reporting, integrations, APIs, payments, and customer workflows.
• Experience managing customer inquiries and escalating complex issues using defined support processes.
• Strong analytical, diagnostic, and problem-solving skills.
• Excellent written and verbal communication skills with a customer-focused approach.
• Ability to learn and navigate complex systems, products, and technical environments.
• Strong organizational skills with a high level of attention to detail.

Requirements

• Automotive retail, dealership, or OEM industry experience.
• Familiarity with automotive data concepts, vehicle configuration/build data, incentives, VIN decoding, and F&I systems.
• Working knowledge of REST and SOAP APIs, as well as JSON and XML data formats.
• Experience using CRM and ticketing platforms such as Salesforce Service Cloud.
• Experience using diagnostic tools, testing utilities, and data validation tools.
• Previous experience supporting customers in a high-volume, fast-paced software environment.
• Experience with telephony systems and omnichannel support platforms.

Benefits

• This position has a starting rate of $20 - $24 CAD per hour or $21 - $25 per hour USD.
• Eligible employees may participate in medical, dental, vision, disability, life insurance, retirement savings programs, paid time off, wellness programs, and other company-sponsored benefits.
• Benefits vary by country and employment status.