Customer Support Specialist handling risk - related customer inquiries for Mercury’s startup finance platform. Managing restrictions, compliance workflows, and escalations across AML, Fraud, and Risk teams.
About the role
- Bilingual technical customer service agent supporting OPENLANE’s digital used-vehicle marketplace. Resolving customer issues across phone, chat, cases, Salesforce, and multiple platforms.
Responsibilities
- Handle inbound customer inquiries and provide timely and accurate responses.
- Initiate outbound calls to address customer concerns and ensure a positive customer experience.
- Work across chat, written cases, and phone calls.
- Collaborate with cross-functional teams to expedite issue resolution and enhance customer experience.
- Assist customers with technical troubleshooting, including site navigation, login issues, permissions, and functionality across multiple platforms.
- Use GDC Salesforce CRM and a Contact Center telephony system to track interactions and manage cases.
- Handle approximately 60–100 interactions per day, including calls, chats, cases, and Slack channel requests, while meeting quality standards.
Requirements
- 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.
- Ability to assist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms.
- Ability to use CRM software, specifically GDC Salesforce, and a Contact Center telephony system.
- Bilingual customer service capability.
Benefits
- 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
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Customer Support Specialist supporting clients using Infinity’s alternative - lending software. Resolving technical issues, training users, and improving support for customers across the US and Canada.
Customer Support Specialist supporting clients using Infinity Software’s customizable alternative - lending platform. Troubleshooting issues, guiding users, and improving customer support across the United States and Canada.
Customer Support Specialist supporting clients using alternative - lending software across the US and Canada. Troubleshooting technical issues, guiding users, and improving customer support workflows remotely.
Customer Support Specialist supporting lending institutions using Infinity’s customizable loan - management platform. Troubleshooting client issues, guiding users, and improving support processes remotely.
Customer Care Specialist supporting homeowners for Ideal Siding, a fast - growing North American siding renovation company. Handling inquiries, resolving issues, and coordinating project - manager meetings.
Customer Care Specialist supporting homeowners for Ideal Siding, a North American siding renovation company. Handling inquiries, resolving issues, and coordinating project - manager meetings in a hybrid Burnaby role.
Payroll Support Specialist maintaining payroll data, audits, reports, and employee service requests. Supporting accurate payroll operations for a North American pet health company.
Senior Customer Experience Manager scaling DTC ecommerce support, fulfillment, and AI automation. Leading international teams and improving customer operations through data - driven systems.
Software Support Specialist providing Level 2 and 3 support for Square 9’s AI - driven document and content management platform. Troubleshooting deployments and collaborating with development and QA teams.