Note: The job is a remote job and is open to candidates in USA. J.D. Power is a company that unites industry-leading data and insights with world-class technology to solve clients’ toughest challenges. They are seeking a Customer Support Specialist who will provide empathetic and solution-oriented support to dealership users across various applications and services, focusing on diagnosing issues and managing expectations in fast-paced environments.
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
Skills
- 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
- 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
- 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
- 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
- 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
- Dealer / automotive industry experience is an asset
- Telephony experience preferred
Company Overview
JD Power is a proven leader in business-critical data and intelligence to drive auto-related decisions with confidence and clarity. It was founded in 1968, and is headquartered in Troy, MI, US, with a workforce of 1001-5000 employees. Its website is http://JDPower.com.