{"id":3300262,"url":"https://alion.io/job/openlane-support-analyst","title":"Support Analyst","company":{"id":16973,"name":"OPENLANE","domain":"openlane.com","url":"https://alion.io/company/open-lane","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":91,"open_postings":8,"ghost_share":0,"stale_share":0.375,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Carmel, United States","Canada"],"countries":["US","CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":20,"max":22,"currency":"USD","period":"hour","gross":null,"usd_annual":44000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Google Workspace","optional":false},{"name":"Microsoft Office","optional":false},{"name":"OpenLane","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-26T23:28:31Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-29T00:20:21Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Who We Are:\nAt OPENLANE we make wholesale easy so our customers can be more successful. \nWe’re a technology company building the world’s most advanced-and uncomplicated-digitalmarketplace for used vehicles.\nWe’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.\nAnd we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.\nOur Values:\nDriven Waybuilders. We pursue challenges that inspire us to build, create, and innovate.\nRelentless Curiosity. We seek to understand and improve our customers’ experience.\nSmart Risk-Taking. We transform risk into progress through data, experience, and intuition.\nFearless Ownership. We deliver what we promise and learn along the way.\nWhat We Offer:\nCompetitive pay\n\nMedical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)\n\nImmediately vested 401K (US) or RRSP (Canada) with company match\n\nPaid Vacation, Personal, and Sick Time\n\nPaid maternity and paternity leave (US)\n\nEmployer-paid short-term disability, long-term disability, life insurance, and AD&D (US)\n\nRobust Employee Assistance Program\n\nEmployer paid Leap into Service Day to volunteer\n\nTuition Reimbursement for eligible programs\n\nOpportunities to expand your skill set and share your knowledge across a publicly traded, global organization\n\nCompany culture of internal promotions, diverse career paths, and meaningful advancement \n\nWe’re Looking For:\nWe are seeking a Support Analyst with experience in technical troubleshooting, customer service, and first-level IT support. You will be part of a customer service driven, fast-paced, high-volume service desk team responsible for supporting OPENLANE customers with technical issues related to custom applications, hardware, and software. You will be involved in responding to support requests via email and phone, diagnosing root causes, and ensuring timely resolution through proper escalation procedures. In this role, you will have the opportunity to use your experience in problem solving, communication, and systems knowledge to improve the employee support experience and drive operational excellence. The ideal candidate will have at least 1 year of experience providing customer support or technical assistance, preferably within a service desk or call center environment.\nYou Are:\nCustomer-focused. You prioritize providing excellent service and clear communication in every interaction.\nAnalytical. You can quickly assess an issue, determine root causes, and identify whether escalation is required.\nDetail-oriented. You document issues thoroughly and maintain accurate records within the ticketing system.\nCollaborative. You work closely with colleagues and higher-tier support to resolve issues efficiently.\nResilient. You perform well under pressure and adapt to the fast pace of a high-volume environment.\nOrderly. You can juggle multiple tasks at once, triage your time well, and ask for help when needed\nAbility to work between the hours of 7:00AM and 8:00PM M-F. Work overtime as needed.\nLocation: Onsite in Carmel, IN HQ office or Remote\nYou Will:\nProvide first-level support for technical issues via email and phone, focusing on achieving 85% first contact resolution.\nRespond accurately and efficiently to customer incidents and service requests.\nDifferentiate between application, hardware, and network issues to direct cases appropriately.\nFollow OPENLANE’s escalation procedures and ensure timely follow-up on open incidents until resolution.\nAchieving a Customer Satisfaction Survey score of 4.5 or above through excellent service delivery.\nDocument all support activities clearly and consistently within the ServiceNow ticketing system.\nTroubleshoot issues involving Windows Operating Systems, Google Workspace, and Microsoft applications.\nIdentify opportunities to automate or simplify recurring issues, enhancing customer self-service capabilities.\nShare ideas for process improvement and collaborate with the team to implement long-term solutions.\nDemonstrate professionalism, patience, and effective relationship management in all interactions.\nWork scheduled shifts between 7:00 AM and 8:00 PM (Monday-Friday) and overtime as needed.\nWho You Will Work With:\nReporting to the Service Desk Manager, this role collaborates closely with other analysts, technical specialists, and escalation teams.\nMust Have’s:\nMinimum of 1 year of experience providing customer or technical support (preferably in a ticket-based environment).\nWorking knowledge of Windows Operating Systems, Google Workspace, and Microsoft Office Suite.\nAbility to differentiate application, hardware, and network issues for efficient troubleshooting.\nFamiliarity with Windows Registry, ini files, and Control Panel settings.\nExperience with TCP/IP, LAN/WAN, Active Directory, network printers, and A/V systems.\nExperience using ServiceNow or other ticket management systems.\nStrong verbal and written communication skills, including professional telephone etiquette.\nExcellent organizational and documentation skills.\nAbility to work effectively under pressure and manage multiple issues simultaneously.\nStrong initiative and ability to proactively identify and resolve problems.\nAbility to work required support hours with flexibility for overtime.\nNice to Have’s:\nMac, Apple IOS, and Android proficiency.\nFluency in French (spoken and written) to support customers in Canada.\nWorking toward a technical certification or a 2-year degree in Computer Science, Information Systems, or related field.\nExperience with hardware troubleshooting and repair.\nKnowledge of wireless technology and network configuration.\nSound like a match? Apply Now - We can't wait to hear from you!\nCompensation Range of\nHourly: $20.00 - $22.00 USD","description_format":"text","description_chars":5857,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":true}]},"benefits":["401k plan","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Auctions","Marketplaces"],"lifecycle":[{"event":"open","at":"2026-10-26T23:28:31Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":3,"green_card_filings_12m":0,"median_offered_wage_usd":197500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":35,"reasons":["conf:5","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":{"stated_usd_annual":44000,"is_top_pay":false},"html_url":"https://alion.io/job/openlane-support-analyst","json_url":"https://alion.io/job/openlane-support-analyst.json","meta":{"generated_at":"2026-10-29T00:33:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":721,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":16973},"rest":"https://alion.io/mcp/rest/get_company?id=16973"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fopenlane-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fopenlane-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fopenlane-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/openlane-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fopenlane-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3300262}},{"tool":"search_jobs","arguments":{"company":"openlane.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3300262},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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