Technical Customer Service Support

4 weeks ago

Carmel, United States Openlane Full time
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
At autoniq®, a an OPENLANE brand, we believe access to information and data should be clear, easy and fast. Our team powers the leading source for vehicle pricing and evaluation information, giving automotive dealers the confidence they need to make buying decisions for their business-all in one application. We're self-starters who thrive on helping our customers succeed, while pushing the boundaries on how applications can assist users in today's fast-paced used car industry. To put it simply, we're addicted to making others look successful, and we'll do whatever it takes to get us there.

About Our Candidate:

We're looking for an Operations Program Coordinator to roll up their sleeves and join our growing team. This role drives key performance outcomes across the autoniq organization. They will work closely with the autoniq customer portfolio, Operations Management, Vendor Management, Engineering Management, and Product Management, as well as various cross-functional teams throughout the organization. Must know, practice, and ensure that company policies, procedures, and applicable state and federal laws are followed at all times. The Operations Program Coordinator collaborates with all departments and has no direct reports.

Location: Must be able to work in the Carmel, IN HQ office two days a week. In office requirements is subject to updates per company policy.

What You Will Be Doing:

As a Operations Program Coordinator, a typical day might include the following:
  • Register new customers on the autoniq software platform and provide guidance on autoniq's suite of products
  • Effectively execute the sale and upsell of autoniq product offerings to new and existing customers in an effort to increase revenue and customer footprint
  • Increase account retention by implementing new and existing operational retention tactics
  • Provide industry leading "white-glove" customer/partner engagement experience
  • Following strict corporate PCI compliance policies, oversee, charge, and update customers credit card data
  • Provide data validation on specific vehicle book sheets utilizing many vendor partner(s) data
  • Assists customers with mobile application and website related issues such as passwords, account permissions, troubleshooting mobile devices, and other issues depending on area of assignment
  • Continuing education on our evolving platform; continuous learning opportunities as we are always creating and enhancing autoniq's features and capabilities
  • Serve as subject matter expert for all current and future autoniq and 3rd party vendor product offerings
  • Conduct online and in person product demos and training sessions for existing and prospective autoniq customers and clients
  • Conduct autoniq operations and product UAT testing prior to updates and product releases
  • Identify customer needs, issues, and perceptions
  • Gather information from various sources to build a resolution for customers
  • Recognize, document and communicate trends in customer calls and website analytics
  • Other projects and tasks as assigned
What You Need to Be Successful:
  • Bachelor's degree or equivalent technical support/program coordinator experience preferred
  • A minimum of two (2) years technical support or program coordinator experience preferred
  • General automotive knowledge required
  • Must have knowledge of technical applications and a good understanding of operating systems, mobile devices (Android and iOS software), and computers
  • Ability to work independently, efficiently and meet all internal and external time commitments
  • Excellent interpersonal skills with proven ability to influence, defuse, reconcile and remedy customer conflicts to create a win-win resolution
  • General knowledge of a Technical Support Ticket System and how to submit a trouble ticket on behalf of a customer
  • Salesforce experience preferred
  • Strong written and verbal communication skills
  • Must exhibit strong team player attributes with the ability to multi-task and prioritize.

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