Customer Support Specialist

**Who We Are:** 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. **Our Values:** **Driven Waybuilders.** We pursue challenges that inspire us to build, create, and innovate. **Relentless Curiosity.** We seek to understand and improve our customers’ experience. **Smart Risk-Taking.** We transform risk into progress through data, experience, and intuition. **Fearless Ownership.** We deliver what we promise and learn along the way. **What We Offer:** * 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   ****We’re Looking For:****  A Customer Support Specialist who will be responsible for providing superior technical support and troubleshooting for OPENLANE customers. This position will use a range of technical expertise including customer service skills, tools, and resources available to deliver effective solutions to technical issues. ****You Are:****  * ****Customer**** **Obsessed**. You’re someone who consistently puts the needs and satisfaction of customers at the forefront, striving to deliver exceptional experiences and build lasting relationships * ****Organized**.** You possess a high level of efficiency and effectiveness in managing tasks, information, and resources. * ****Tech-Savvy**.** You have a deep understanding and adeptness with technology, effortlessly navigating digital tools and innovations to solve problems. ****You Will:****  * Identify, research, and resolve technical and end-user application failures and deficiencies. * Ensure proper follow-through on all directives, bulletins, and schedules from management. * Work to proactively identify areas where product improvements can be made to provide enhanced 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 areas of products, industry trends, and other developments. * Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability. * Assure customer acceptance of and quality of resolution. Identify and escalate issues that require advanced product knowledge or technical expertise. * Serve as a Subject Matter Expert for the design and development of training materials. * Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts. * Continuously engage in self-directed learning opportunities to increase functional product knowledge * Document known errors, workarounds, procedures, and product-specific information. ****Who You Will Work With:****  * Reporting to the Customer Service Manager, this role will support internal and external customers as they interact with the OPENLANE platform and offerings. ****Must Have’s:****  * 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, both orally and in writing. * Demonstrated ability to quickly learn new technologies and a drive to solve problems efficiently and with creativity * Strong analytical, technical and problem-solving skills **Nice to Have’s:**  * Experience with Salesforce, Five9, Slack, & Google Suite * Web Crawling/Search experience  * Ability to retain knowledge of State/Local/Federal/ Contract Requirements for Role  * Able to successfully manage tasks and inquiries for VIP clientele Customer Service including Phone Etiquette, Empathy and Active Listening  * Eagerness to learn, take direction and feedback, multi-task, time manage, and problem-solve **Sound like a match? Apply Now - We can't wait to hear from you!**   **Compensation Range of**   Hourly: $17.00 - $19.00