[Remote] Customer Support Specialist

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