Technical Customer Service Agent (Remote) - Maternity Leave

OPENLANE

1d • Remote

About The Position

OPENLANE is seeking a Technical Customer Service Agent to join its Global Customer Service team and help customers resolve issues and achieve satisfaction. This remote position is based in Canada and is a maternity-leave role ending in March 2028. Agents work 40 hours per week in scheduled 8.5-hour shifts, including a 30-minute unpaid lunch break. Business hours are Monday to Friday, 7:00 a.m. to 8:00 p.m. EST, and Saturday, 8:00 a.m. to 6:00 p.m. EST.

The role involves responding to customer inquiries across phone, chat, and written cases; providing technical troubleshooting; and striving to resolve issues on first contact. The agent will use multiple systems and software while handling approximately 60–100 daily interactions, including Slack channel requests, and will document customer interactions and manage cases using GDC Salesforce and a contact center telephony system. The agent will also collaborate with cross-functional teams to expedite resolutions and improve the customer experience. Other job-related duties may be assigned.

Requirements

• At least 3 years of customer service or technical support experience.
• A bachelor's degree in business or a related field, or related experience in lieu of a degree.
• Ability to handle customer inquiries, resolve issues, and manage customer expectations.
• Strong organizational and time management skills.
• Ability to troubleshoot technical applications and use multiple applications simultaneously.
• Excellent oral and written communication skills.
• Ability to assist with technical troubleshooting involving site navigation, login issues, permissions, and functionality across multiple platforms.
• Ability to use GDC Salesforce and a contact center telephony system to track customer interactions and manage cases.

Nice To Haves

• Experience using CRM software to track customer interactions.
• Previous experience in the automotive industry.
• Familiarity with OPENLANE's product offerings.

Responsibilities

• Handle inbound customer inquiries and provide timely, accurate responses.
• Initiate outbound calls to address customer concerns and support a positive customer experience.
• Assist customers through chat, written cases, and phone calls.
• Troubleshoot technical issues involving site navigation, login issues, permissions, and functionality across multiple platforms.
• Navigate multiple systems and software while working toward first-contact resolution.
• Use GDC Salesforce and a contact center telephony system to track customer interactions and manage cases.
• Handle approximately 60–100 interactions per day, including calls, chats, cases, and Slack channel requests, while meeting quality standards.
• Collaborate with cross-functional teams to expedite issue resolution and enhance the customer experience.
• Follow other job-related instructions or duties requested by an authorized person.

Benefits

• Competitive pay.
• Flexible schedule.
• Opportunities to expand skill sets and share knowledge across a publicly traded, global organization.
• Company culture of internal promotions, diverse career paths, and meaningful advancement.

What This Job Offers

• Job Type: Full-time