Customer Support Specialist

Job not on LinkedIn

🔥 7 minutes ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $20 - $24 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

👻 Ghost score 0%

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JDPA LIMITED

WebsiteLinkedInAll Job Openings

- employees

🚘 Automotive

🛡️ Insurance

💼 Consulting

Automotive • Insurance • Consulting

JDPA LIMITED is a provider of data, analytics, and software solutions serving the automotive ecosystem and adjacent financial and insurance sectors. It offers vehicle valuations, market and retail intelligence, quality and customer-experience benchmarks, digital marketing and advisory services to OEMs, dealers, insurers and lenders. JDPA LIMITED combines proprietary customer and VIN data with advanced analytics and SaaS products to help clients improve product design, retail performance, risk management, and finance operations.

📋 Description

• 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 • 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 phone, email, chat, and case management systems • Provide frontline support to dealership users across applications, data, integrations, and services • Diagnose issues, guide users through complex workflows, and manage expectations in fast-paced dealer environments

🎯 Requirements

• 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 • Availability to work flexible shifts, primarily Monday through Friday between 9:00 am and 7:00 pm EST • Availability to work occasional Saturdays, statutory holidays, overtime, and on-call schedules as business needs require • Candidates must be legally authorized to work in the country where employment is offered • JD Power does not provide employment sponsorship for this position • Preferred: Automotive retail, dealership, or OEM industry experience • Preferred: Familiarity with automotive data concepts, vehicle configuration/build data, incentives, VIN decoding, and F&I systems • Preferred: Working knowledge of REST and SOAP APIs, JSON and XML data formats • Preferred: Experience using CRM and ticketing platforms such as Salesforce Service Cloud • Preferred: Experience using diagnostic tools, testing utilities, and data validation tools • Preferred: Previous experience supporting customers in a high-volume, fast-paced software environment • Preferred: Experience with telephony systems and omnichannel support platforms

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Disability insurance • Life insurance • Retirement savings programs • Paid time off • Wellness programs • Flexible work arrangements • Opportunities for learning and development • Other company-sponsored benefits

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