Customer Support Representative

6 days ago

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OPENLANE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏪 Marketplace

🚗 Transport

💰 $10M Venture Round on 2008-12

Description

• 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 • 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 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