{"id":2040885,"url":"https://alion.io/job/openlane-technical-customer-service-agent-remote-2","title":"Technical Customer Service Agent-Remote","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":89,"open_postings":7,"ghost_share":0,"stale_share":0.429,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":20,"max":25,"currency":"CAD","period":"hour","gross":null,"usd_annual":36000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"Slack","optional":false},{"name":"OpenLane","optional":true}],"status":"live","first_seen_at":"2026-10-07T17:51:19Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-14T01:24:36Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"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\n*This is a Remote position in Canada.\nBusiness hours are Monday to Friday 7:00 am to 8:00 pm EST, Saturday 8:00 am to 6:00 PM EST. Agents work a 40-hour work week during business operations, scheduled in 8.5-hour shifts that include a 30-minute unpaid lunch break.\nWe’re Looking Fo r:\nWe are seeking a Technical Customer Service Agent with experience providing exceptional customer service and troubleshooting. You will be part of a Global Customer Service team responsible for ensuring customer satisfaction and issue resolution. In this role, you will have the opportunity to use your experience in prioritizing customer needs, resolving issues efficiently, and maintaining a positive customer-centric approach. You must have the ability to navigate multiple systems and software to ensure you attempt to have a first-contact resolution. The ideal candidate will have 2+ years of experience in customer service or technical support with the ability to develop a strong understanding of our product offerings.\nYou Are:\nCustomer-Focused. Your primary focus is on understanding and meeting the needs of our customers. You go the extra mile to ensure their satisfaction and happiness.\nEffective Communicator. You possess strong communication skills, both verbal and written, allowing you to articulate solutions clearly and concisely.\nAdaptable. You are flexible and can easily adapt to changes in procedures, priorities, and technology. While on a call or chat, you will be required to navigate multiple systems and software.\nResolute. You strive for excellence to obtain First Contact Resolution by identifying issues, understanding requests, determining the root cause, and then selecting or explaining the solution clearly and effectively. \nTechnically Proficient. You have a solid understanding of technical troubleshooting, including site navigation, login issues, and application functionality, and can assist customers with these issues effectively.\nYou Wil l:\nHandle inbound customer inquiries and provide timely and accurate responses.\nInitiate outbound calls to address customer concerns and ensure they have a positive experience in a timely manner.\nWork within multiple channels to include chat, case (written), and phone calls (verbal).\nCollaborate with cross-functional teams to expedite issue resolution and enhance the overall customer experience.\nAssist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms.\nUse CRM software, specifically GDC Salesforce, and a Contact Center telephony system to track customer interactions and manage cases.\nHandle approximately 60 - 100 interactions per day, including calls, chats, cases, and Slack channel requests, ensuring quality standards for all interactions are met.\nMust Have’s:\n3+ Years of customer service or technical support experience.\nBachelor's degree in business or other related field. May have related experience in lieu of a degree. \nProficiency in handling customer inquiries, resolving issues, and managing customer expectations.\nStrong organizational and time management skills.\nThe ability to troubleshoot within technical applications and proficiency in utilizing multiple applications at once. \nExcellent oral and written communication skills. \nAssist customers with technical troubleshooting including site navigation, login issues, permissions, and functionality across multiple platforms.\nUse CRM software, specifically GDC Salesforce, and a Contact Center telephony system to track customer interactions and manage cases.\nExperience with SalesForce or any CRM and Contact Center telephony system.\nTechnical troubleshooting experience in a SaaS environment.\nNice to Have’s:\nExperience using CRM software for tracking customer interactions.\nPrevious experience in the automotive industry.\nExisting familiarity with our specific product offerings.\nSound like a match? Apply Now - We can't wait to hear from you!\nCompensation Range of\nHourly: $20.00 - $25.00","description_format":"text","description_chars":5541,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Auctions","Marketplaces"],"lifecycle":[{"event":"open","at":"2026-10-07T17:51:19Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.895,"p_room":1,"age_days":6,"expected_fill_days":36,"reasons":["conf:5","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-14T06:34:16Z"},"pay":{"stated_usd_annual":36000,"is_top_pay":false},"html_url":"https://alion.io/job/openlane-technical-customer-service-agent-remote-2","json_url":"https://alion.io/job/openlane-technical-customer-service-agent-remote-2.json","meta":{"generated_at":"2026-10-14T13:00:09Z","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":15951,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"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-technical-customer-service-agent-remote-2"},{"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-technical-customer-service-agent-remote-2"},{"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-technical-customer-service-agent-remote-2"},{"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-technical-customer-service-agent-remote-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fopenlane-technical-customer-service-agent-remote-2"}]}