Support Analyst

Who We Are:

At OPENLANE we make wholesale easy so our customers can be more successful. 

• We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.

• We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.

• And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values: 

Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate.

Relentless Curiosity. We seek to understand and improve our customers’ experience.

Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.

Fearless Ownership. We deliver what we promise and learn along the way.

About Our Team:

The Support Analyst will provide first-level customer support for Openlane employees to resolve technical difficulties related to OPENLANE's custom applications, hardware, and software for our inbound call center. 

We are a fast-paced and high-volume service desk responding to email tickets and phone calls Monday through Friday. 

The position will be responsible for following OPENLANE's escalation procedures as well as following up to ensure open incidents are addressed and resolved.

About Our Candidate: 

Self-motivated individual who can troubleshoot issues on the fly. 

This person will need to have the know-how to understand what is being asked of them and critically think through the needs of our customers, including determining the root cause of the issue so it can be determined if it can be fixed by our team or the next level of support. 

• Patience and ability to deliver excellent customer service.
• Excellent verbal and written communication skills. Includes excellent telephone etiquette.
• Strong organizational skills. Able to clearly document a situation or problem within ticket software.
• Ability to apply active listening skills and probing techniques to understand the nature of the incident/request.
• Willingness to seek assistance when needed.
• Ability to perform under pressure in a fast-paced environment.

Ability to work between the hours of 6:45AM and 8:15PM M-F. Work overtime as needed.

What You Will Be Doing:

• Achieve at least 85% first contact resolution for all incidents generated.
• Achieving a Customer Satisfaction Survey score of 4.5 or above.
• Driven towards resolving issues on first contact.
• Accurate and timely response to customer requests.
• Solves problems without being asked. Comes up with solutions for those problems and shares with the team. 
• Generates ideas for improvement. Always looking at the big picture of what could be causing this issue and trying to come up with a long-term solution for this individual and others so that they do not deal with these types of issues on an ongoing basis. Including finding ways to automate and or allow our customers to self-serve.
• Maintains relationships & copes effectively.
• Receives constructive feedback appropriately & positively

What You Need to Be Successful:

• Being a fluent French speaker- reading & writing is a plus for helping us better support our customers in parts of Canada 
• Ability to differentiate application problems from PC/hardware and/or network problems.
• Fundamental knowledge of Windows Operating Systems, Google Workspace, and Microsoft Suite of applications.
• Experience with Windows Registry, ini files, and Control Panel Settings will help you to succeed in this role 
• Experience with PC hardware troubleshooting and repair.
• Experience with TCP/IP, internet, LAN/WAN, wireless technology, Active Directory, network printers, and audio/video systems.
• Experience with ticketing system (Service Now).
• Ability to adhere to KAR policies and procedures.
• Minimum of 1 year of working with customers. Preferred over the phone using some kind of ticketing system
• Working towards Technical Certification and or a 2-year or more technical degree in Computer/IS area or comparable work experience.

What We Offer: 

• Competitive pay

• Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)

• Immediately vested 401K (US) or RRSP (Canada) with company match 

• Paid Vacation, Personal, and Sick Time

• Paid maternity and paternity leave (US)

• Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)

• Robust Employee Assistance Program

• Employer paid Leap into Service Day to volunteer 

• Tuition Reimbursement for eligible programs

• Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization

• Company culture of internal promotions, diverse career paths, and meaningful advancement 

Sound like a match? Apply Now - We can't wait to hear from you!

Compensation Range of

(Depending on experience, skill set, qualifications, and other relevant factors.)