[Hiring] Support Analyst @OPENLANE

Role Description

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.

• Respond to support requests via email and phone.
• Diagnose root causes and ensure timely resolution through proper escalation procedures.
• Use your experience in problem solving, communication, and systems knowledge to improve the employee support experience and drive operational excellence.

Qualifications

• Customer-focused with a priority on providing excellent service and clear communication.
• Analytical with the ability to quickly assess issues and determine root causes.
• Detail-oriented, documenting issues thoroughly and maintaining accurate records.
• Collaborative, working closely with colleagues and higher-tier support.
• Resilient, performing well under pressure in a high-volume environment.
• Orderly, able to juggle multiple tasks and ask for help when needed.
• Ability to work between the hours of 7:00 AM and 8:00 PM M-F, with overtime as needed.

Requirements

• 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.

Benefits

• 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.

Company Description

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.