Customer Support Specialist

The Role: 

The Customer Support Specialist operates with a customer-first mindset. You will receive requests from existing and prospective customers regarding company products and services. The primary responsibilities of this position includes responding to various inquiries, resolving problems and escalating issues to the appropriate owner. This is a remote position.

Responsibilities:

• Support a wide array of PC and web based (API) products
• incoming help requests from end users via telephone, email and trouble ticket system in a quick and courteous manner
• Report process failures internally and manage client communications and/or escalate as required
• Investigate, diagnose, research, correct, and redirect discrepancies
• Document all client interactions, product defects and suggestions in CRM and trouble ticket systems
• Collaborate with internal teams to review status of programs and release schedules of future revision

Qualifications:

• Believes in and demonstrates a customer-first mindset.
• Post-secondary education in the Customer Support / IT field and/or equal working experience
• Strong English, spoken and written.
• High level of tact, diplomacy and negotiation skills required at all times
• Excellent interpersonal, verbal and written professional communication skills
• Working knowledge of MS Office tools, CRM tools and Trouble Ticket reporting tools
• Superior analytical and organizational skills with strong attention to detail, must be detail oriented.
• Ability to work in a fast-paced, rapidly changing IT environment

The Career Opportunity: 

At J.D. Power, you'll be working for a worldwide leader of customer service, providing an unbiased view of the voice of the customer to businesses and consumers. Each year, J.D. Power interacts with millions of respondents around the world to better understand their opinions, perceptions, and expectations about a variety of products and services -- and our roles are integral to our company’s success.

The Team / The Business: 

We are a goal and results oriented team comprised of hard working and dedicated individuals who know how to have fun. We pride ourselves on the diversity, culture and the unique experiences our people bring to the role, our strength is our people! We provide a safe space for learning as we give our people the permission to make mistakes and the obligations to learn from them. We strive to provide an exceptional customer experience each and every time. We operate remotely with some office locations available to those who enjoy working onsite.

Our Hiring Manager says:

Our employees are our organizations most important assets, we believe if we take care of our people, our people will take care of our customers.

We are a support center, not a call center, at our core we believe a great customer experience is about their journey with us and the quality of our support services, not how quickly we get them off the phone.

We empower our people to make a difference in every customer interaction, we own the customer experience from the time they first contact us, until we provide them with a resolution.

If you are someone who genuinely cares about the customer experience....

If you enjoy working in a fast-paced team environment and you receive a sense of satisfaction by helping people, and making a difference in someone's day.....

If you are currently a high performing member of a Customer Service/Support team but feel limited in your ability to improve the customers experience, or to drive healthy positive change in your organization.....

If you said yes to any of the above or if you’re looking at this posting and you think it sounds interesting, we want to hear from you! 

 

J.D. Power is a global leader in consumer insights, data, analytics, and advisory services that helps clients drive growth and profitability. The company’s industry benchmarks and reputation for independence and integrity have established it as one of the world’s most well-known and trusted brands.

Truth that Transforms: At J.D. Power, we amplify the voice of the consumer, and help brands improve the value of their products and services. Our capabilities empower everyone in the global commerce ecosystem, enabling better purchase decisions – and better business results. We understand that the customer experience is vital and that simply measuring it is not enough. Our analysts focus on driving results that improve customer loyalty and advocacy. Our success is driven by how much we help companies improve the customer experience. But data is only as powerful as the analysis and insights tied to it—and we put that power in the hands of our clients through our interactive reporting platforms. The data, analytics, insights, best practices, and action plans clients need are available whenever and wherever they need them, to help them make data-driven decisions that will improve their customer experience and drive positive financial results.

J.D. Power’s recruitment efforts are aligned with the company's commitment to provide opportunities rooted in diversity, inclusion, and equality.

Our Vision: To be the leader in providing advanced data solutions that empower industry transformation.

Our Mission: We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.

Our Values: We are Truth Finders, Change Makers and Team Driven.

We are dedicated to leveraging comprehensive and equitable practices which contribute to the overall success of the company and its employees. We invite you to learn more about our DE&I efforts.

J.D. Power is an equal opportunity employer and compliant with AODA/ADA legislation.  If you require accommodations during the recruitment and selection process, please specify.


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