Support Analyst

OPENLANE•Carmel, IN

2d•$20 - $22

About The Position

OPENLANE is seeking a Support Analyst to join its customer-service-driven, high-volume service desk team. The role provides first-level technical support to OPENLANE customers experiencing issues with custom applications, hardware, and software. The analyst responds to support requests by email and phone, diagnoses root causes, documents work in the ticketing system, and follows escalation procedures to support timely resolution. The position focuses on delivering a strong customer experience and improving operational efficiency, including identifying opportunities to automate or simplify recurring issues. The role reports to the Service Desk Manager and works closely with other analysts, technical specialists, and escalation teams. Work is scheduled between 7:00 AM and 8:00 PM, Monday through Friday, with overtime as needed. The position may be onsite at OPENLANE’s Carmel, Indiana headquarters or remote.

Requirements

At least 1 year of experience providing customer or technical support.
Working knowledge of Windows operating systems, Google Workspace, and Microsoft Office Suite.
Ability to distinguish 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 another ticket management system.
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 the required support hours and overtime as needed.

Nice To Haves

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

Responsibilities

Provide first-level technical support by email and phone, with a goal of achieving 85% first-contact resolution.
Respond accurately and efficiently to customer incidents and service requests.
Distinguish application, hardware, and network issues and direct cases appropriately.
Follow escalation procedures and ensure timely follow-up on open incidents through resolution.
Achieve a Customer Satisfaction Survey score of 4.5 or above through excellent service delivery.
Document support activities clearly and consistently in the ServiceNow ticketing system.
Troubleshoot issues involving Windows operating systems, Google Workspace, and Microsoft applications.
Identify opportunities to automate or simplify recurring issues and improve customer self-service.
Share process-improvement ideas and collaborate with the team on 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 through Friday, and overtime as needed.

Benefits

Competitive pay.
Medical, dental, and vision benefits with employer HSA contributions in the US and FSA options in the US.
Immediately vested 401(k) in the US or RRSP in Canada with company match.
Paid vacation, personal, and sick time.
Paid maternity and paternity leave in the US.
Employer-paid short-term disability, long-term disability, life insurance, and AD&D in the US.
Robust Employee Assistance Program.
Employer-paid Leap into Service Day to volunteer.
Tuition reimbursement for eligible programs.
Opportunities to expand skills and share knowledge across a publicly traded, global organization.
A company culture of internal promotions, diverse career paths, and meaningful advancement.