Customer Support Specialist

**Position: Customer Support Specialist**

**Department: Customer Service**

**Location: London, Ontario (Remote)**

**Position Overview**

The customer support specialist serves as the company's first point of contact for assisting current and potential customers with relation to its products and services. The main duties of this position include making sure that customer concerns across product lines are effectively triaged, resolved, and escalated to relevant stakeholders.

**Core Job Duties and Responsibilities**:

- Define, diagnose, and troubleshoot customer product problems.
- Proactive monitoring of automotive portals, client websites, and internal site testing to interrogate data before it is sent to the customer site.
- Assist customers through clear communication and step-by-step solutions.
- Establish trust with customers and elicit information about their concerns.
- With customers, establish appropriate delivery expectations.
- Document all client interactions, product defects and suggestions in CRM and trouble ticket systems.
- Provide regular follow up and feedback to customers and stakeholders on outstanding requests.
- Engage next level support staff as needed.
- Follow appropriate escalation process of unresolved issues.
- Create reports in Word, Excel, SQL.

**Education, Experience and Competencies**:

- Post-secondary education in the IT field or equivalent.
- 1-2 years of relevant industry experience. Prior customer service experience is a plus.
- Good Working knowledge of Salesforce CRM, Jira ticketing system or equivalent is preferred.
- Ability to manage and collaborate with multidisciplinary teams
- Superior analytical skills to assess situations and arrive at an appropriate solution for the customers.
- Excellent written and verbal communication skills.
- Ability to organize time, set priorities and multi-task to meet customer expectations.
- Exceptionally self-motivated, directed, and detail oriented.
- High level of tact, diplomacy and negotiation skills are required.
- Available to work statutory holidays and overtime as needed.
- Dealer / Automotive experience is an asset.
- Bilingualism (English and French) is an asset.
- ITIL certification an asset.

**J.D. Power** is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

**Company Mission**

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients' toughest challenges.

**Our Values**

At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.

Truth Finders - At J.D. Power, we are proud of the unbiased data and findings we provide. As individuals, each and every member of our team is dedicated to living this same objectivity and embodying the highest ethical and professional standards - the only 'favorite' we have is the truth.

Change Makers - At J.D. Power, we never stand still. We constantly seek better ways - innovating and evolving in everything we do to support our colleagues and our clients alike - and all in service of delivering data and insights that drive meaningful business impact.

Team Driven -** **At J.D. Power, we are one team and we are activated. Regardless of individual role, every member of our team is dedicated to supporting their immediate colleagues and our broader J.D. Power family to deliver on our collective purpose and make us greater than the sum of our parts. At J.D. Power, these values are more than words. We bring these values to life throughout our organization through our employee event series — J.D. Power Values Days. Each quarter, we celebrate one of our core values and hold an annual event to celebrate our combined values at the end of the year.

We are dedicated to leveraging comprehensive and equitable practices which contribute to the overall success of the company and its employees. We invite you to learn more about our DE&I efforts.

J.D. Power is an equal opportunity employer and compliant with AODA/ADA legislation. If you require accommodations during the recruitment and selection process, please specify.
- To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes._

EOE/M/F/Vets/Disabled

For Internal use : LI-SA1 #LI-Remote #NAMER