Customer Support Specialist

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Job Description: Job Title: Customer Support Specialist Location: Remote | Canada Reports to: Team Lead Employment Type: Full-time This is an existing vacancy About the Role: Customer Support Specialist are the frontline of J.D. Power ’s customer experience, delivering accurate, empathetic, and solution focused support across data platforms, APIs, integrations, and enterprise services. This role focuses on diagnosing complex issues, managing customer expectations, and ensuring timely, high-quality resolutions for data and software problems. Customer Support Specialists act as a trusted advisor to internal and external customers by translating technical issues into clear outcomes, partnering closely with Product, Engineering, and Analytics teams, and maintaining service reliability for dealers, OEMs, and enterprise clients. In this role, you will: Serve as the first point of contact for customer inquiries related to usability, configuration, data, and software behavior Diagnose, troubleshoot, and resolve issues across automotive data and workflow platforms, escalating when appropriate Communicate clearly and empathetically to explain solutions, system behavior, and next steps Document cases thoroughly and accurately in CRM and ticketing systems Adhere to defined workflows, SLAs, and escalation processes to ensure consistent, reliable support Collaborate with Product, Engineering, Data, and Sales teams to resolve issues and surface recurring defects C

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