Remote PerkinElmer specialist diagnosing Materials Characterization hardware, software, and application issues. Supporting customers, field engineers, and service teams across North America.
About the role
- Technical Customer Service Agent supporting OPENLANE’s wholesale automotive marketplace. Troubleshooting customer issues across phone, chat, cases, Slack, Salesforce, and multiple platforms.
Responsibilities
- Handle inbound customer inquiries and provide timely, accurate responses
- Initiate outbound calls to address customer concerns and ensure a positive customer experience
- Support customers through chat, written cases, phone calls, and Slack channel requests
- Collaborate with cross-functional teams to expedite issue resolution and improve customer experience
- Troubleshoot site navigation, login issues, permissions, and functionality across multiple platforms
- Use GDC Salesforce CRM and Contact Center telephony systems to track interactions and manage cases
- Handle approximately 60–100 interactions per day while meeting quality standards
- Prioritize customer needs, identify root causes, explain solutions, and pursue first-contact resolution
Requirements
- 2+ years of experience in customer service or technical support (ideal candidate)
- 3+ years of customer service or technical support experience
- Bachelor's degree in business or another related field; related experience may be accepted in lieu of a degree
- Proficiency in handling customer inquiries, resolving issues, and managing customer expectations
- Strong organizational and time management skills
- Ability to troubleshoot within technical applications and utilize multiple applications simultaneously
- Excellent oral and written communication skills
- Technical troubleshooting knowledge, including site navigation, login issues, permissions, and application functionality
- Experience using CRM software, specifically GDC Salesforce, and a Contact Center telephony system
- Ability to work a 40-hour week in scheduled 8.5-hour shifts, including a 30-minute unpaid lunch break
- Availability during Monday–Friday 7:00 am–8:00 pm EST and Saturday 8:00 am–6:00 pm EST business operations
- Previous automotive industry experience, familiarity with specific product offerings, and CRM tracking experience are nice to have
Benefits
- Competitive pay
- Flexible schedule
- 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
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