Hybrid Support Analyst

at OPENLANE

• Job title: Support Analyst
• Job type: Full Time
• Experience level: Junior
• Salary: $40,000 - $42,000 per year
• Degree requirement: Associate's Degree
• Tech skills: TCP/IP
• Location requirements: Hybrid, Carmel, United States

About the role

• Support Analyst providing first-level customer support for OPENLANE employees to resolve technical issues with applications and hardware. Striving for high customer satisfaction and efficient problem resolution.

Responsibilities

• 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
• Follow OPENLANE's escalation procedures as well as follow up to ensure open incidents are addressed and resolved
• 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
• 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

Requirements

• Self-motivated individual who can troubleshoot issues on the fly
• Patience and ability to deliver excellent customer service
• Excellent verbal and written communication skills including 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
• Minimum of 1 year of working with customers, preferred over the phone using some kind of ticketing system
• 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 TCP/IP, internet, LAN/WAN, wireless technology, Active Directory, network printers, and audio/video systems
• Experience with ticketing system (Service Now)
• Working towards Technical Certification and or a 2-year or more technical degree in Computer/IS area or comparable work experience
• Qualified candidates must be legally authorized to be employed in the United States.

Benefits

• 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