Technical Customer Service Support Specialist

2 days ago

Carmel, Indiana, United States Openlane Full time
About Our Team

At Openlane, we're passionate about making wholesale easy for our customers. Our team is dedicated to building innovative solutions that help our customers succeed in the used vehicle industry.

Job Summary

We're seeking an Operations Program Coordinator to join our growing team. This role will drive key performance outcomes across the autoniq organization, working closely with various departments to ensure seamless operations and customer satisfaction.

Key Responsibilities
  • 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
  • Increase account retention by implementing new and existing operational retention tactics
  • Provide industry-leading customer/partner engagement experience
  • Oversee, charge, and update customers' credit card data while following strict corporate PCI compliance policies
  • Provide data validation on specific vehicle book sheets utilizing vendor partner data
  • Assist customers with mobile application and website-related issues
  • Continuing education on our evolving platform and continuous learning opportunities
  • Serve as a 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
Requirements
  • Bachelor's degree or equivalent technical support/program coordinator experience
  • A minimum of two (2) years technical support or program coordinator experience
  • General automotive knowledge required
  • Must have knowledge of technical applications and a good understanding of operating systems, mobile devices, 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
  • 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
What We Offer

At Openlane, we're committed to providing a comprehensive benefits package, including competitive pay, medical, dental, and vision benefits, 401K or RRSP matching, paid vacation, personal, and sick time, and opportunities for professional growth and development.

We're an equal opportunities employer and welcome applications from diverse candidates. If you're passionate about making a difference in the used vehicle industry, we encourage you to apply for this exciting opportunity.

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