Customer Support Specialist

Position Summary

As a Customer Support Specialist at JD Power, based remotely in Canada, you will serve as the primary contact for dealership users seeking help with applications, data, and automotive software services. Your role is pivotal in delivering accurate, empathetic, and solution-focused assistance, especially in time-sensitive dealer environments. You will engage collaboratively with dealers, internal departments, and product teams to drive rapid and high-quality issue resolution, acting as a trusted expert who grasps both technological and automotive retail operational aspects.

Key Responsibilities

• Respond promptly as the initial support contact for queries related to software usability, configuration, data, and system behavior.
• Identify, diagnose, and resolve issues involving automotive data and workflows while escalating complex matters appropriately.
• Effectively communicate solutions, system functions, and subsequent steps with clarity and empathy.
• Maintain comprehensive and accurate documentation of support cases in CRM and ticketing systems.
• Follow prescribed workflows, service level agreements, and escalation protocols to ensure dependable and consistent support delivery.
• Partner with Product, Engineering, Data, and Sales teams to address problems and identify recurring defects.
• Contribute to the enhancement of knowledge base materials, support playbooks, and process improvements.

Qualifications and Experience

• Postsecondary education in IT, Business, Finance, Computer Science, or relevant equivalent experience.
• One to three years’ experience providing customer, technical, or service desk assistance within SaaS, data, or technology contexts.
• Direct experience supporting dealership and OEM automotive software and data platforms.
• Proficiency troubleshooting financial & insurance systems, authentication/access controls, VIN decoding, incentives, configuration/build data, APIs, payment processes, reporting, and real-world dealer issues.
• Track record of assisting customers through multiple communication channels including phone, email, chat, and ticket management systems.
• Effective management of customer inquiries and escalation of complex challenges via organized processes.
• Experience or background in the dealer or automotive sector is advantageous.

Technical Competencies

• Knowledge of automotive data systems and principles.
• Familiarity with REST and SOAP APIs plus data formats such as JSON and XML.
• Experience using CRM and ticketing tools like Salesforce Service Cloud, with telephony system knowledge preferred.
• Comfort with using diagnostic utilities, internal testing tools, and validating data workflows.

Core Attributes

• Strong analytical thinking, troubleshooting, and problem triage abilities.
• Clear and effective verbal and written communication skills.
• Demonstrated empathy and professionalism in customer interactions.
• Excellent organizational skills with keen attention to detail.
• Ability to adapt and remain resilient in dynamic, high-volume work settings.
• Proven aptitude for mastering complex systems and product ecosystems.

Culture & Collaboration

• Consistent commitment to a customer-first, service-oriented approach.
• Professionalism, tact, and accountability in all engagements.
• Openness to collaboration across teams and peers.
• Advocacy for trust, continuous improvement, and shared learning environments.
• Receptive to feedback and dedicated to personal growth and development.

Work Schedule & Compensation

• Flexible scheduling primarily Monday to Friday, 8:00am to 9:00pm EST; Saturdays 10:00am to 4:00pm EST; availability for statutory holidays and overtime as needed; some teams require 24x7x365 coverage.
• Starting wage ranges from 20 to 24 CAD per hour, determined based on skills, experience, performance, role needs, and location.

Company Mission & Values

JD Power strives to empower automotive decision-making through proprietary data, advanced analytics, expertise, and seamless workflows connecting insights to actions. The company upholds innovation, collaboration, data integrity, simplicity, accountability, and trust, committed to powering customer success.

Diversity & Legal

JD Power is an equal opportunity employer valuing diversity and inclusiveness. Applicants receive consideration regardless of race, color, religion, gender, age, sexual orientation, veteran status, or disability. Accommodations during recruitment are available upon request.

Privacy Notice

JD Power operates globally with affiliated entities and may transfer personal data to group companies or authorized third parties internationally. Personal data may thus be processed outside your country, including locations like the United States. Additional privacy details are accessible for California and UK residents.

Recruitment Agencies

Unsolicited agency resumes are not accepted; JD Power is not liable for fees related to unsolicited submissions.