Customer Support Specialist

Job Description: Title: Customer Support Specialist Location: Canada (Remote) Reports to: Director, Customer Success Vacancy : This is an existing position Position Overview Customer Support Specialists are the frontline of the customer experience, providing accurate, empathetic, and solution oriented support to dealership users across applications, data, integrations, and services. This role focuses on diagnosing issues, guiding users through complex workflows, and managing expectations in fastpaced dealer environments where timing and clarity matter. Support Specialists partner closely with dealers, internal teams, and product stakeholders to ensure timely, highquality resolutions, while acting as a trusted advisor who understands both the technology and the operational realities of automotive retail. Key Responsibilities: Serve as the first point of contact for customer inquiries related to usability, configuration, data, and software behavior Diagnose, troubleshoot, and resolve issues across automotive data and workflow platforms, escalating when appropriate Communicate clearly and empathetically to explain solutions, system behavior, and next steps Document cases thoroughly and accurately in CRM and ticketing systems Adhere to defined workflows, SLAs, and escalation processes to ensure consistent, reliable support Collaborate with Product, Engineering, Data, and Sales teams to resolve issues and surface recurring defects Contribute to knowledge base content, playbooks, and continuous process improvements Education, Experience & Competencies Postsecondary education in IT, Business, Finance, Computer Science, or equivalent practical experience 1–3 years of experience in customer, technical, or service desk support within a SaaS, data, or technology environment Handson experience supporting dealer and OEM facing automotive software and data platforms Experience troubleshooting F&I systems, Authentication and Access, VIN decoding, incentives, configuration/build data, APIs, payments, reporting, and real dealer cases Experience supporting customers across multiple channels (phone, email, chat, ticketing systems) Experience managing customer inquiries and escalating complex issues using defined processes Dealer / automotive industry experience is an asset Technical Skills Familiarity with automotive data concepts and systems Working knowledge of REST/SOAP APIs and data formats (JSON/XML) Experience with CRM and ticketing platforms (e.g., Salesforce Service Cloud); telephony experience preferred Comfort using diagnostic tools, internal test utilities, and data validation tools Core Competencies Strong analytical, triage, and troubleshooting skills Clear written and verbal communication Customer empathy and professional presence Strong organizational habits and attention to detail Adaptability and resilience in fastpaced, high volume environments Demonstrated ability to learn complex systems and product ecosystems People & Culture Demonstrates a customer-first, service-centric mindset in every interaction Operates with professionalism, tact, and accountability Collaborates openly with peers and cross-functional partners Contributes to a culture of trust, continuous improvement, and shared learning Embraces feedback and coaching to support ongoing growth and development Work Requirements Availability to work flexible shifts: primarily Mon–Fri, 8:00am–9:00pm EST, Sat 10:00am-4:00pm EST including statutory holidays and overtime as needed, in some service teams 24x7x365. This position has a starting rate of $20 - $24 CAD per hour. This is the rate we reasonably and in good faith expect to pay for the role at the time of posting. An employee’s pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location. Company Mission Our mission in the market we serve is clear. To power every auto-related decision through proprietary data, advanced analytics, deep industry expertise, and seamless workflows that connect insight to action. Our Values We POWER Our Customer's Success We are Innovative, Collaborative and Grounded in Data We Make Things Easy We Get It Done We Start with Trust & Prove it Everyday JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. Should you require accommodations during the recruitment and selection process, please reach out to [email protected]. JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here. To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.