Bilingual Customer Support Representative

5 days ago

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OPENLANE

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OPENLANE is a company that builds digital marketplaces for used vehicles, catering to regions such as the US, Canada, and Europe. They provide a range of services including finance floorplan and inventory financing solutions, technology platforms that drive results, and comprehensive end-to-end solutions to support automotive businesses. Notable brands include OPENLANE US, Canada’s largest digital wholesale marketplace for used vehicles, and OPENLANE Europe, a leading digital platform in Europe and the UK. OPENLANE also offers solutions like Velocicast for wholesale and retail auctions, autoniq for vehicle history evaluation, AutoVIN for vehicle inspections, and CarsArrive for vehicle shipping services. They support independent dealers with financing and provide various automotive services including high-tech locksmith solutions, recovery management, and compliance services.

1001 - 5000 employees

🏪 Marketplace

🚗 Transport

💰 $10M Venture Round on 2008-12

📋 Description

• Providing superior technical support and troubleshooting for OPENLANE customers • Using a range of technical expertise including customer service skills, tools, and resources available to deliver effective solutions to technical issues. • 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.

🎯 Requirements

• Bachelor’s degree or equivalent work experience • 2 + years customer service / contact center experience • Bilingual in Spanish and English • 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

🏖️ Benefits

• Competitive hourly wage • 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 rapid advancement