Customer Support Specialist

Job Description:

Title:Customer Support Specialist

Location: Canada (Remote)

Reports to: Manager Customer Support

Vacancy: This is an existing vacancy

Position Overview

Customer Support Specialist are the frontline of J.D. Powers customer experience delivering accurate empathetic and solutionfocused support across data platforms APIs integrations and enterprise services. This role focuses on diagnosing complex issues managing customer expectations and ensuring timely highquality resolutions for data and platformdriven use cases.

CSS Specialists act as a trusted advisor to internal and external customers by translating technical issues into clear outcomes partnering closely with Product Engineering and Analytics teams and maintaining service reliability for dealers OEMs and enterprise clients.

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

• 13 years of experience in customer technical or service desk support within a SaaS data or technology environment

• Handson experience supporting dealer and OEMfacing 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 highvolume environments

• Demonstrated ability to learn complex systems and product ecosystems

People & Culture

• Demonstrates a customerfirst servicecentric mindset in every interaction

• Operates with professionalism tact and accountability

• Collaborates openly with peers and crossfunctional partners

• Contributes to a culture of trust continuous improvement and shared learning

• Embraces feedback and coaching to support ongoing growth and development

Work Requirements

• Available to work flexible shifts outside of traditional business hours.

• Weekday Evenings and Overnights (4:00pm - 8:00am) full weekend coverage including statutory holidays.

• Flexibility to provide coverage within a 24x7x365 model is needed.

This position has a starting hourly rate of $24.00. This is the rate we reasonably and in good faith expect to pay for the role at the time of posting. An employees 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

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients toughest challenges.

Our Values

We POWER Our Customers Success

We are Innovative Collaborative and Grounded in Data

We Make Things Easy

We Get It Done

We Start with Trust & Prove it Everyday

J.D. 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

J.D. Power does not disclose your personal data to unauthorized third parties. However as a global corporation consisting of multiple affiliated companiesin various countries J.D. Power has international sites and J.D. Power uses resources located throughout the world. J.D. Power may from time to time also use third parties to act on J.D. Powers behalf. You agree to the fact that to the extent necessary yourpersonal data may be transferred and/or disclosed to any company within J.D. Power group of companies as well as to third parties acting on J.D. Powers behalf including also transfers to servers and databases outside the country where you provided J.D. Powerwith 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 clickinghere.

To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.