Support Analyst

OPENLANE•Carmel, IN

1d•Onsite

About The Position

We are seeking a Support Analyst with experience in technical troubleshooting, customer service, and first-level IT support. You will be part of a customer service driven, fast-paced, high-volume service desk team responsible for supporting OPENLANE customers with technical issues related to custom applications, hardware, and software. You will be involved in responding to support requests via email and phone, diagnosing root causes, and ensuring timely resolution through proper escalation procedures. In this role, you will have the opportunity to use your experience in problem solving, communication, and systems knowledge to improve the employee support experience and drive operational excellence. The ideal candidate will have at least 1 year of experience providing customer support or technical assistance, preferably within a service desk or call center environment.

Requirements

Minimum of 1 year of experience providing customer or technical support (preferably in a ticket-based environment).
Working knowledge of Windows Operating Systems, Google Workspace, and Microsoft Office Suite.
Ability to differentiate application, hardware, and network issues for efficient troubleshooting.
Familiarity with Windows Registry, ini files, and Control Panel settings.
Experience with TCP/IP, LAN/WAN, Active Directory, network printers, and A/V systems.
Experience using ServiceNow or other ticket management systems.
Strong verbal and written communication skills, including professional telephone etiquette.
Excellent organizational and documentation skills.
Ability to work effectively under pressure and manage multiple issues simultaneously.
Strong initiative and ability to proactively identify and resolve problems.
Ability to work required support hours with flexibility for overtime.

Nice To Haves

Mac, Apple IOS, and Android proficiency.
Fluency in French (spoken and written) to support customers in Canada.
Working toward a technical certification or a 2-year degree in Computer Science, Information Systems, or related field.
Experience with hardware troubleshooting and repair.
Knowledge of wireless technology and network configuration.

Responsibilities

Provide first-level support for technical issues via email and phone, focusing on achieving 85% first contact resolution.
Respond accurately and efficiently to customer incidents and service requests.
Differentiate between application, hardware, and network issues to direct cases appropriately.
Follow OPENLANE’s escalation procedures and ensure timely follow-up on open incidents until resolution.
Achieving a Customer Satisfaction Survey score of 4.5 or above through excellent service delivery.
Document all support activities clearly and consistently within the ServiceNow ticketing system.
Troubleshoot issues involving Windows Operating Systems, Google Workspace, and Microsoft applications.
Identify opportunities to automate or simplify recurring issues, enhancing customer self-service capabilities.
Share ideas for process improvement and collaborate with the team to implement long-term solutions.
Demonstrate professionalism, patience, and effective relationship management in all interactions.
Work scheduled shifts between 7:00 AM and 8:00 PM (Monday–Friday) and overtime as needed.

Benefits

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