Customer Support Specialist

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OPENLANE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏪 Marketplace

🤝 B2B

💰 $10M Venture Round - OPENLANE on 2008-12

Automotive • Marketplace • B2B

OPENLANE is a company that builds and operates digital wholesale marketplaces and end-to-end services for used vehicles. It operates national and regional marketplaces across the US, Canada and Europe, provides technology platforms (auction simulcast, remarketing, inventory/inspection and vehicle data/pricing tools), and offers finance and ancillary services (floorplan/inventory financing, shipping, recovery and title/remarketing services) targeted primarily at dealers, lenders and commercial vehicle customers. The company positions itself as a B2B wholesale automotive marketplace and service provider.

📋 Description

• Provide superior technical support and troubleshooting for OPENLANE customers • Identify, research, and resolve technical and end-user application failures and deficiencies • Ensure proper follow-through on directives, bulletins, and schedules from management • Proactively identify product improvement opportunities to enhance 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 products, industry trends, and other developments • Document research and customer interactions in Salesforce CRM • Assure customer acceptance and quality of resolution • Identify and escalate issues requiring advanced product knowledge or technical expertise • Serve as a subject matter expert for training-material design and development • Use analytical and decision-making skills to offer options and resolve problems • Engage in self-directed learning to increase functional product knowledge • Document known errors, workarounds, procedures, and product-specific information • Support internal and external customers interacting with the OPENLANE platform and offerings

🎯 Requirements

• 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, orally and in writing • Ability to quickly learn new technologies • Strong analytical, technical, and problem-solving skills • Experience with Salesforce, Five9, Slack, and Google Suite • Web crawling/search experience • Ability to retain State/Local/Federal/Contract Requirements for the role • Ability to manage tasks and inquiries for VIP clientele • Customer service skills including phone etiquette, empathy, and active listening • Eagerness to learn, take direction and feedback, multitask, manage time, and problem-solve

🏖️ 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