Technical Customer Service Agent-Remote

Who We Are:
At OPENLANE we make wholesale easy so our customers can be more successful.

We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.
We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.
And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values:
Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate.
Relentless Curiosity. We seek to understand and improve our customers’ experience.
Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.
Fearless Ownership. We deliver what we promise and learn along the way.

What We Offer:

• Competitive pay

• Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)

• Immediately vested 401K (US) or RRSP (Canada) with company match

• Paid Vacation, Personal, and Sick Time

• Paid maternity and paternity leave (US)

• Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)

• Robust Employee Assistance Program

• Employer paid Leap into Service Day to volunteer

• Tuition Reimbursement for eligible programs

• Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization

• Company culture of internal promotions, diverse career paths, and meaningful advancement

*This is a Remote position in Canada.

Business hours are Monday to Friday 7:00 am to 8:00 pm EST, Saturday 8:00 am to 6:00 PM EST. Agents work a 40-hour work week during business operations, scheduled in 8.5-hour shifts that include a 30-minute unpaid lunch break.

We’re Looking For:

We are seeking a Technical Customer Service Agent with experience providing exceptional customer service and troubleshooting. You will be part of a Global Customer Service team responsible for ensuring customer satisfaction and issue resolution. In this role, you will have the opportunity to use your experience in prioritizing customer needs, resolving issues efficiently, and maintaining a positive customer-centric approach. You must have the ability to navigate multiple systems and software to ensure you attempt to have a first-contact resolution. The ideal candidate will have 2+ years of experience in customer service or technical support with the ability to develop a strong understanding of our product offerings.

You Are:

• Customer-Focused. Your primary focus is on understanding and meeting the needs of our customers. You go the extra mile to ensure their satisfaction and happiness.
• Effective Communicator. You possess strong communication skills, both verbal and written, allowing you to articulate solutions clearly and concisely.
• Adaptable. You are flexible and can easily adapt to changes in procedures, priorities, and technology. While on a call or chat, you will be required to navigate multiple systems and software.
• Resolute. You strive for excellence to obtain First Contact Resolution by identifying issues, understanding requests, determining the root cause, and then selecting or explaining the solution clearly and effectively.
• Technically Proficient. You have a solid understanding of technical troubleshooting, including site navigation, login issues, and application functionality, and can assist customers with these issues effectively.
  

You Will:

• Handle inbound customer inquiries and provide timely and accurate responses.
• Initiate outbound calls to address customer concerns and ensure they have a positive experience in a timely manner.
• Work within multiple channels to include chat, case (written), and phone calls (verbal).
• Collaborate with cross-functional teams to expedite issue resolution and enhance the overall customer experience.
• Assist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms.
• Use CRM software, specifically GDC Salesforce, and a Contact Center telephony system to track customer interactions and manage cases.
• Handle approximately 60 - 100 interactions per day, including calls, chats, cases, and Slack channel requests, ensuring quality standards for all interactions are met.

Must Have’s:

• 3+ Years of customer service or technical support experience.
• Bachelor's degree in business or other related field. May have related experience in lieu of a degree.
• Proficiency in handling customer inquiries, resolving issues, and managing customer expectations.
• Strong organizational and time management skills.
• The ability to troubleshoot within technical applications and proficiency in utilizing multiple applications at once.
• Excellent oral and written communication skills.
• Assist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms.
• Use CRM software, specifically GDC Salesforce, and a Contact Center telephony system to track customer interactions and manage cases.
• Experience with SalesForce or any CRM and Contact Center telephony system.
• Technical troubleshooting experience in a SaaS environment.

Nice to Have’s:

• Experience using CRM software for tracking customer interactions.
• Previous experience in the automotive industry.
• Existing familiarity with our specific product offerings.

Sound like a match? Apply Now - We can't wait to hear from you!

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Originally posted on Himalayas