Customer Support Specialist

Title: Customer Support Specialist - P3

Location: Remote Canada

Reports To: Manager, Customer Service

The Role:  

The customer support specialist serves as the company's first point of contact for assisting current and potential customers with relation to its products and services.
The main duties of this position include ensuring customer concerns across product lines are effectively triaged, resolved, and escalated to relevant stakeholders.

The Impact You Will Have in This Role: 

You will be the vital link between our company and our customers, ensuring that their needs are met with empathy and efficiency. Your ability to actively listen and understand customer concerns will foster trust and loyalty, directly contributing to a positive brand image. By resolving issues promptly and effectively, you’ll not only enhance the customer experience but also reduce churn and promote long-term satisfaction.

Your insights from customer interactions will help identify trends and areas for improvement, enabling the company to refine its products and services. Additionally, your proactive approach in educating customers about our offerings will empower them, leading to increased engagement and a stronger community around our brand. Through your dedication to exceptional service, you will play a key role in driving customer retention and supporting the overall growth of the business.

What You'll Be Doing in This Role: 

• Provide end-user product and technical support via telephone and email. Define, diagnose, and troubleshoot customer’s data and product concerns.
• Assist customers through clear communication and step-by-step solutions. Establish trust with customers and elicit information about their concerns.
• Educate customers with the use of their products and provide value and insights in every interaction.
• Document all client interactions, product defects and suggestions in CRM and trouble ticket systems.
• Provide regular follow up and feedback to customers and stakeholders on outstanding requests.
• Follow appropriate escalation process of unresolved issues. Engage next level support staff as needed.
• Provide assistance, knowledge and skill transfers to more junior leveled staff

Qualifications of this Role: 

• Demonstrable experience with SaaS, API's and/or Webservices.
• Comfortable reading XML/JSON.
• Superior analytical skills to assess situations and arrive at an appropriate solution for our customers.
• Exceptionally self-motivated, directed, and detail oriented.
• Excellent written and verbal communication skills.
• High level of tact, diplomacy and negotiation skills are required.

The Hiring Manager says: 

Welcome to our best in class Customer Support team! Here at JD Power, we believe that exceptional customer service is not just about solving problems; it's about creating lasting relationships and empowering our customers to get the most out of our products.

As the Hiring Manager, I’m looking for passionate individuals who are not only tech-savvy but also deeply committed to providing top-notch support. Our ideal team member has a strong understanding of APIs and can translate technical details into clear, actionable insights for our customers. You’ll be on the front lines, helping clients navigate our products troubleshoot issues, and optimize their experience.

In this role, you’ll collaborate closely with our engineering and product teams, ensuring that customer feedback informs our development processes. Your communication skills will shine as you engage with customers via email, and even video calls, creating a personal touch in every interaction.

We value creativity and initiative, so I’m looking for candidates who can think outside the box and proactively address potential challenges. If you’re someone who thrives in a fast-paced environment and has a genuine desire to help others succeed, we want to hear from you.

Join us in transforming the way our customers experience our products. Together, we can build a support team that sets the standard for excellence in the industry!

The Way We Work: 

• Leader Led
• Remote First
• Foster Flexibility
• Reward Performance
• Time Off Matters
• Work Hard, Laugh Harder!

Company Mission  

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.   

Our Values  

At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.   

J.D. 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. 

J.D. Power is an equal-opportunity employer and compliant with AODA/ADA legislation. Should you require accommodations during the recruitment and selection process, please reach out to tarecruitment@jdpa.com. 

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