Customer Support Specialist

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🔥 18 hours ago

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JDPA LIMITED

WebsiteLinkedInAll Job Openings

- employees

🚗 Transport

☁️ SaaS

🤝 B2B

Transport • SaaS • B2B

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

• Provide accurate, empathetic, and solution-oriented 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 • Serve as the first point of contact for customer inquiries related to usability, configuration, data, and software behavior • Diagnose, troubleshoot, and resolve issues across automotive data and workflow platforms, escalating when appropriate • Communicate clearly and empathetically to explain solutions, system behavior, and next steps • Document cases thoroughly and accurately in CRM and ticketing systems • Adhere to defined workflows, SLAs, and escalation processes to ensure consistent, reliable support • Collaborate with Product, Engineering, Data, and Sales teams to resolve issues and surface recurring defects • Contribute to knowledge base content, playbooks, and continuous process improvements

🎯 Requirements

• Postsecondary education in IT, Business, Finance, Computer Science, or equivalent practical experience • 1–3 years of experience in customer, technical, or service desk support within a SaaS, data, or technology environment • Hands-on experience supporting dealer and OEM facing automotive software and data platforms • Experience troubleshooting F&I systems, Authentication and Access, VIN decoding, incentives, configuration/build data, APIs, payments, reporting, and real dealer cases • Experience supporting customers across multiple channels (phone, email, chat, ticketing systems) • Experience managing customer inquiries and escalating complex issues using defined processes • Dealer / automotive industry experience is an asset • Familiarity with automotive data concepts and systems • Working knowledge of REST/SOAP APIs and data formats (JSON/XML) • Experience with CRM and ticketing platforms (e.g., Salesforce Service Cloud); telephony experience preferred • Comfort using diagnostic tools, internal test utilities, and data validation tools