[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. JD Power is a globally recognized company that specializes in providing data and analytics for the automotive industry. They are seeking a Customer Support Specialist to be the first point of contact for customers, assisting with inquiries via email and live chat while ensuring a high level of service quality. Responsibilities Respond promptly and professionally to customer inquiries via email and live chat Resolve customer questions, concerns, and issues with empathy and accuracy Accurately document customer interactions and resolutions in the CRM system Perform Quality Assurance checks using established processes Identify and escalate complex or unresolved issues to the appropriate teams Follow standard operating procedures to ensure consistent service quality Contribute to team knowledge bases and FAQ resources Meet or exceed individual KPIs including response time, resolution rate, and customer satisfaction scores Collaborate with internal teams (IT developers, product, operations) to advocate for customer needs Work closely with Customer Support Supervisor to complete team and personal goals, along with daily Salesforce tasks Skills High school diploma or equivalent; associate or bachelor's degree preferred Strong written communication skills with keen attention to grammar and tone Ability to manage multiple live chat conversations simultaneously while maintaining quality Comfortable working in a fast-paced, metrics-driven environment Proficiency with standard computer applications (email, web browser, Microsoft Office) Positive, professional attitude and a genuine desire to help customers Prior customer service or support experience (retail, hospitality, or office setting), an asset Experience with CRM platforms (e.g., Salesforce), an asset Familiarity with the automotive or market research industries, an asset 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