OPENLANE is looking for a Customer Support Representative to provide superior technical support to our customers. You'll use your technical expertise and customer service skills to troubleshoot and resolve application issues, ensuring quality and reliability. The schedule for this role is Monday through Friday, 9:00 AM to 6:00 PM EST.

What You'll Do

Identify, research, and resolve technical and end-user application failures and deficiencies.
Proactively identify areas where product improvements can enhance ease of use and functionality.
Educate and coach customers on best practices for using OPENLANE products and services.
Develop and maintain knowledge in product areas, industry trends, and other developments.
Thoroughly document all research and customer interactions in Salesforce to ensure reliability.
Assure customer acceptance and quality of resolution, escalating complex issues when needed.
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.
Continuously engage in self-directed learning to increase functional product knowledge.
Document known errors, workarounds, procedures, and product-specific information.

What We're Looking For

Bachelor’s degree or equivalent work experience.
2+ years of customer service or 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 creatively.
Strong analytical, technical, and problem-solving skills.

Nice to Have

Experience with Salesforce, Five9, Slack, & Google Suite.
Web Crawling/Search experience.
Ability to retain knowledge of State/Local/Federal/Contract Requirements for the role.
Able to successfully manage tasks and inquiries for VIP clientele with strong phone etiquette, empathy, and active listening.
Eagerness to learn, take direction and feedback, multi-task, time manage, and problem-solve.

Technical Stack

Salesforce
Five9
Slack
Google Suite

Team & Environment

You will be reporting to the Customer Service Manager.

Benefits & Compensation

Hourly compensation: $17.00 - $19.00.
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.