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. Power’s customer experience, delivering accurate, empathetic, and solution-focused support across data platforms, APIs, integrations, and enterprise services. This role focuses on diagnosing complex issues, managing customer expectations, and ensuring timely, high-quality resolutions for data- and platform-driven 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

• Post-secondary 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

• Hands-on 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 fast-paced, 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

• 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 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

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 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

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 to tarecruitment@jdpa.com.

J.D. Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in 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. 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 J.D. Power group of companies as well as to third parties acting on J.D. Power’s behalf, including also transfers to servers and databases outside the country where you provided J.D. 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: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.