Customer Support Specialist
New
J
JobgetherAutomotive software
Customer Support Specialist based in Canada.Full-TimeSenior
Salary24 - 25 CAD per hour
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Job Details
- Experience
- 2–5 years of experience in customer support, technical support, service desk operations, or a similar role within a SaaS, data, or technology environment.
- Required Skills
- RESTful APIsJSONCRM
Requirements
- Have 2–5 years of experience in customer support, technical support, service desk operations, or a similar role in a SaaS, data, or technology environment.
- Have working knowledge of REST and SOAP APIs and common data formats, including JSON and XML.
- Demonstrate analytical thinking, issue triage, problem-solving abilities, and confidence investigating complex technical issues.
- Have experience using CRM and ticketing platforms.
- Be able to quickly understand software products, data platforms, integrations, and interconnected workflows.
- Be able to explain technical concepts clearly to customers with varying levels of technical knowledge.
- Demonstrate empathy, professionalism, sound judgment, and the ability to manage customer expectations.
- Have postsecondary education in Information Technology, Computer Science, or a related discipline, or equivalent practical experience; education is preferred.
- Experience supporting automotive software, data platforms, dealerships, or OEMs is an asset.
- Be able to maintain accurate case records, follow procedures, and escalate complex issues appropriately.
- Be available Monday through Friday for shifts scheduled either from 8:00 a.m. to 4:00 p.m. or from 11:30 a.m. to 8:00 p.m.
Responsibilities
- Serve as the first point of contact for inquiries about platform usability, configuration, data accuracy, integrations, and software functionality.
- Diagnose and resolve technical issues across automotive data platforms and workflow systems, escalating complex cases when necessary.
- Explain technical findings, proposed solutions, and next steps to customers while managing expectations.
- Record customer interactions, troubleshooting steps, and resolutions in CRM and ticketing systems.
- Follow support workflows, service-level agreements, and escalation procedures.
- Collaborate with Product, Engineering, Data, and Sales teams to investigate recurring issues, identify defects, and support resolutions.
- Contribute to knowledge base articles, internal documentation, support playbooks, and process improvements.
- Use diagnostic tools, internal testing utilities, and data validation resources to investigate issues and verify solutions.
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