About the role

Customer Support Specialist resolving automotive data, API, and software issues for JD Power clients. Troubleshooting platforms, documenting cases, and partnering with Product and Engineering teams.

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
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 customers Monday–Friday during shifts ranging from 8:00 a.m.–4:00 p.m. or 11:30 a.m.–8:00 p.m.

2–5 years of experience in customer, technical, or service desk support within a SaaS, data, or technology environment
Working knowledge of REST/SOAP APIs and JSON/XML data formats
Demonstrated ability to learn complex systems and product ecosystems
Experience with CRM and ticketing platforms
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 providing high-level support
Post-secondary education in IT or Computer Science, or equivalent practical experience is preferred
Hands-on experience supporting dealer- and OEM-facing automotive software and data platforms is preferred
Experience managing customer inquiries and escalating complex issues using defined processes is preferred
Legally authorized to work in Canada; JD Power does not provide employment sponsorship