[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. J.D. Power is a company that unites industry-leading data and insights with world-class technology to solve clients’ toughest challenges. They are seeking a Customer Support Specialist who will provide empathetic and solution-oriented support to dealership users across various applications and services, focusing on diagnosing issues and managing expectations in fast-paced environments. Responsibilities 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 Skills Postsecondary education in IT, Business, Finance, Computer Science, or equivalent practical experience 1–3 years of experience in customer, technical, or service desk support within a SaaS, data, or technology environment Handson experience supporting dealer and OEM facing automotive software and data platforms Experience troubleshooting F&I systems, Authentication and Access, VIN decoding, incentives, configuration/build data, APIs, payments, reporting, and real dealer cases Experience supporting customers across multiple channels (phone, email, chat, ticketing systems) Experience managing customer inquiries and escalating complex issues using defined processes Dealer / automotive industry experience is an asset Familiarity with automotive data concepts and systems Working knowledge of REST/SOAP APIs and data formats (JSON/XML) Experience with CRM and ticketing platforms (e.g., Salesforce Service Cloud); 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 Strong organizational habits and attention to detail Adaptability and resilience in fastpaced, high volume environments Demonstrated ability to learn complex systems and product ecosystems Demonstrates a customer-first, service-centric mindset in every interaction Operates with professionalism, tact, and accountability Collaborates openly with peers and cross-functional partners Contributes to a culture of trust, continuous improvement, and shared learning Embraces feedback and coaching to support ongoing growth and development Availability to work flexible shifts: primarily Mon–Fri, 8:00am–9:00pm EST, Sat 10:00am-4:00pm EST including statutory holidays and overtime as needed, in some service teams 24x7x365 Dealer / automotive industry experience is an asset Telephony experience preferred Company Overview JD Power is a proven leader in business-critical data and intelligence to drive auto-related decisions with confidence and clarity. It was founded in 1968, and is headquartered in Troy, MI, US, with a workforce of 1001-5000 employees. Its website is