Technical account support specialist resolving hardware and software issues for Solink’s cloud video - security platform. Managing escalations, projects, and client relationships across support and technical teams.
About the role
- Customer Support Specialist remotely supporting JD Power’s automotive data and software users across Canada. Troubleshooting dealership workflows, integrations, APIs, and customer cases.
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
- Clearly and empathetically explain solutions, system behavior, and next steps
- Thoroughly and accurately document cases in CRM and ticketing systems
- Adhere to defined workflows, SLAs, and escalation processes
- 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
- Support dealership users across applications, data, integrations, and services
- Complete training during the first 60–90 days on a 9am–5pm EST schedule
Requirements
- 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
- 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 phone, email, chat, and ticketing systems
- Experience managing customer inquiries and escalating complex issues using defined processes
- Familiarity with automotive data concepts and systems
- Working knowledge of REST/SOAP APIs and JSON/XML
- Experience with CRM and ticketing platforms, such as Salesforce Service Cloud
- Comfort using diagnostic tools, internal test utilities, and data validation tools
- Availability to work flexible shifts, primarily Monday–Friday 12pm–9pm EST and Saturday 10am–4pm EST, including statutory holidays and overtime as needed
- Legally authorized to work in Canada; JD Power does not provide employment sponsorship
Benefits
- Flexible work arrangements
- Opportunities for learning and development
- Reasonable accommodations throughout the recruitment process for individuals with disabilities or other protected needs
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