Customer Support Specialist - Bilingual

About OpenLane 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. Benefits 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 Job Overview We’re looking for a Bilingual Customer Support Specialist who will be responsible for providing superior technical support and troubleshooting for OPENLANE customers. This position will use a range of technical expertise including customer service skills, tools, and resources available to deliver effective solutions to technical issues. Responsibilities Identify, research, and resolve technical and end‑user application failures and deficiencies. Ensure proper follow‑through on all directives, bulletins and schedules from management. Work to proactively identify areas where product improvements can be made to provide enhanced ease‑of‑use and functionality. Educate and coach customers on best practices for using OPENLANE products and services. Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments. Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability. Assure customer acceptance of and quality of resolution. Identify and elevate issues that require advanced product knowledge or technical expertise. Serve as a Subject Matter Expert for the design and development of training materials. Use analytical and decision‑making skills to offer options and resolve problems in a variety of contexts. Continuously engage in self‑directed learning opportunities to increase functional product knowledge. Document known errors, workarounds, procedures, and product‑specific information. Qualifications Must Have’s Bachelor’s degree or equivalent work experience. 2+ years customer service / contact center experience. Bilingual in Spanish and English. General automotive knowledge. Experience troubleshooting hardware, software, and network related issues. Ability to communicate clearly and concisely, both orally and in writing. Demonstrated ability to quickly learn new technologies and a drive to solve problems efficiently and with creativity. Strong analytical, technical and problem‑solving skills. Nice to Have’s Experience with Salesforce, Five9, Slack, & Google Suite. Web crawling/search experience. Ability to retain knowledge of State/Local/Federal/Contract Requirements for Role. Ability to manage tasks and inquiries for VIP clientele. Customer Service including Phone Etiquette, Empathy and Active Listening. Eagerness to learn, take direction and feedback, multi‑task, time manage, and problem‑solve. Compensation Hourly: $17.00 - $22.00 Equal Opportunity Statement OPENLANE is an equal opportunity employer and a drug‑free workplace. #J-18808-Ljbffr