Customer Support Representative; M-F, EST

Position: Customer Support Representative (M-F, 11A-8P EST)
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* 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 Way builders.
** 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.

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* What We Offer:

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* * 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
**** We’re Looking For:
**** A Customer Support Representative (CSR) who will be responsible for providing superior technical support and troubleshooting for OPENLANE customers. This position will use a range of technical expertise including customer service skills, tools, and resources available to deliver effective solutions to technical issues.
**** Organized**.
** You possess a high level of efficiency and effectiveness in managing tasks, information, and resources.
* Identify, research, and resolve technical and end-user application failures and deficiencies.
* Ensure proper follow-through on all directives, bulletins, and schedules from management.
* Work to proactively identify areas where product improvements can be made to provide enhanced ease of use and functionality.
* Educate and coach customers on best practices for using OPENLANE products and services.
* Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments.
* Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability.
* Assure customer acceptance of and quality of resolution. Identify and escalate issues that require advanced product knowledge or technical expertise.
* Serve as a Subject Matter Expert for the design and development of training materials.
* Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts.
* Continuously engage in self-directed learning opportunities to increase functional product knowledge
* Document known errors, workarounds, procedures, and product-specific information.
**** Who You Will Work With:
***** Bachelor’s degree or equivalent work experience
* 2 + years customer service / contact center experience
* General automotive knowledge
* Experience troubleshooting hardware, software, and network related issues.
* Ability to communicate clearly and concisely, both orally and in writing.
* Demonstrated ability to quickly learn new technologies and a drive to solve problems efficiently and with creativity
* Strong analytical, technical and problem-solving skills
* Experience with Salesforce, Five9, Slack, & Google Suite
* Web Crawling/Search experience
* Ability to retain knowledge of State/Local/Federal/ Contract Requirements for Role
* Able to successfully manage tasks and inquiries for VIP clientele Customer Service including Phone Etiquette, Empathy and Active Listening
* Eagerness to learn, take direction and feedback, multi-task, time manage, and problem-solve
** OPENLANE makes wholesale easy so our…