Customer Support Specialist

Job Description:

Job Title: Customer Support Specialist

Location: Remote | Canada
Reports to: Team Lead

Employment Type: Full-time

This is an existing vacancy

About the Role:

Customer Support Specialist are the frontline of J.D. Power’s customer experience, delivering accurate, empathetic, and solution focused support across data platforms, APIs, integrations, and enterprise services. This role focuses on diagnosing complex issues, managing customer expectations, and ensuring timely, high-quality resolutions for data and software problems.

Customer Support Specialists act as a trusted advisor to internal and external customers by translating technical issues into clear outcomes, partnering closely with Product, Engineering, and Analytics teams, and maintaining service reliability for dealers, OEMs, and enterprise clients.

In this role, you will:

· Serve as the first point of contact for customer inquiries related to

usability, configuration, data, and software behavior

· Diagnose, troubleshoot, and resolve issues across automotive data and

workflow platforms, escalating when appropriate

· Communicate clearly and empathetically to explain solutions, system

behavior, and next steps

· Document cases thoroughly and accurately in CRM and ticketing systems

· Adhere to defined workflows, SLAs, and escalation processes to ensure

consistent, reliable support

· Collaborate with Product, Engineering, Data, and Sales teams to resolve

issues and surface recurring defects

· Contribute to knowledge base content, playbooks, and continuous

process improvements

Required Qualifications:

· 2–5 years of experience in customer, technical, or service desk support

within a SaaS, data, or technology environment

· Working knowledge of REST/SOAP APIs and data formats (JSON/XML)

· Demonstrated ability to learn complex systems and product ecosystems

· Experience with CRM and ticketing platforms; telephony experience

preferred

· Comfort using diagnostic tools, internal test utilities, and data validation

tools

· Strong analytical, triage, and troubleshooting skills

· Clear written and verbal communication, customer empathy and

professional presence providing high level support

Preferred Qualifications:

· Post secondary education in IT, Computer Science, or equivalent practical

experience

· Hands on experience supporting dealer and OEM facing automotive

software and data platforms

· Experience managing customer inquiries and escalating complex issues

using defined processes

Work Requirements: Monday - Friday, 8 am - 8 pm, time shift will range from either 8 am - 4 pm, or 11:30 am - 8 pm.

Compensation and Benefits

This position has a starting salary range of $24.00 - $25.00 CAD per hour. The range represents what we reasonably and in good faith expect to pay for the role at the time of posting. An employee’s pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.

Eligible employees may participate in medical, dental, vision, disability, life insurance, retirement savings programs, paid time off, wellness programs, and other company-sponsored benefits. Benefits vary by country and employment status.

Why Join JD Power

JD Power powers auto-related decisions through proprietary data, advanced analytics, deep industry expertise, and workflows that connect insight to action. Operating across North America, Europe, and Australia, we help customers make better decisions and achieve better outcomes.

As a virtual-first company, we offer flexible work arrangements, opportunities for learning and development, and a culture centered on the Values that guide how we work every day.

· We power our customers’ success. Everything we do is focused on helping customers make better decisions and achieve better outcomes.

· We are innovative, collaborative, and grounded in data. We combine advanced analytics with human expertise to deliver insight that holds up in the real world.

· We make things easy. We turn complexity into clarity so teams can act faster and with confidence.

· We get it done. We focus on execution, accountability, and results.

· We start with trust and prove it every day. Independence, integrity, and credibility are the foundation of our work.

Equal Opportunity & Accommodations

JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

JD Power is committed to providing reasonable accommodations throughout the recruitment process for individuals with disabilities or other protected needs under applicable local laws. Please contact [email protected] for accommodation request.

Data Privacy

JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.

Applications

Candidates must be legally authorized to work in the country where employment is offered. JD Power does not provide employment sponsorship for this position.

This position is posted exclusively on https://www.jdpower.com/business/careers and select trusted job boards such as LinkedIn or Indeed. All official communication comes from email addresses ending in @jdpower.com or @jdpa.com. We will never ask for payment, equipment purchases, or upfront fees. We may take additional steps to verify candidate information to protect the integrity of our recruitment process.

To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.