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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
Contribute to knowledge base content, playbooks, and continuous process improvements
Required Qualifications:
2–5 years of experience in customer, technical, or service desk support within a SaaS, data, or technology environment
Working knowledge of REST/SOAP APIs and data formats (JSON/XML)
Demonstrated ability to learn complex systems and product ecosystems
Experience with CRM and ticketing platforms; telephony experience preferred
Comfort using diagnostic tools, internal test utilities, and data validation tools
Strong analytical, triage, and troubleshooting skills
Clear written and verbal communication, customer empathy and professional presence providing high level support
Preferred Qualifications:
Post secondary education in IT, Computer Science, or equivalent practical experience
Hands on experience supporting dealer and OEM facing automotive software and data platforms
Experience managing customer inquiries and escalating complex issues using defined processes
Work Requirements: Monday - Friday, 8 am - 8 pm, time shift will range from either 8 am - 4 pm, or 11:30 am - 8 pm.
Compensation and Benefits
This position has a starting salary range of $24.00 - $25.00 CAD per hour. The range represents what we reasonably and in good faith expect to pay for the role at the time of posting. An employee’s pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.
Eligible employees may participate in medical, dental, vision, disability, life insurance, retirement savings programs, paid time off, wellness programs, and other company-sponsored benefits. Benefits vary by country and employment status.
Why Join JD Power
JD Power powers auto-related decisions through proprietary data, advanced analytics, deep industry expertise, and workflows that connect insight to action. Operating across North America, Europe, and Australia, we help customers make better decisions and achieve better outcomes.
As a virtual-first company, we offer flexible work arrangements, opportunities for learning and development, and a culture centered on the Values that guide how we work every day.
We power our customers’ success. Everything we do is focused on helping customers make better decisions and achieve better outcomes.
We are innovative, collaborative, and grounded in data. We combine advanced analytics with human expertise to deliver insight that holds up in the real world.
We make things easy. We turn complexity into clarity so teams can act faster and with confidence.
We get it done. We focus on execution, accountability, and results.
We start with trust and prove it every day. Independence, integrity, and credibility are the foundation of our work.
Equal Opportunity & Accommodations
JD Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
JD Power is committed to providing reasonable accommodations throughout the recruitment process for individuals with disabilities or other protected needs under applicable local laws. Please contact for accommodation request.
Data Privacy
JD Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, JD Power has international sites and JD Power uses resources located throughout the world. JD Power may from time to time also use third parties to act on JD Power’s behalf. You agree to the fact that to the extent necessary your personal data may be transferred and/or disclosed to any company within JD Power group of companies as well as to third parties acting on JD Power’s behalf, including also transfers to servers and databases outside the country where you provided JD Power with your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clicking here.
Applications Candidates must be legally authorized to work in the country where employment is offered. JD Power does not provide employment sponsorship for this position.
This position is posted exclusively on and select trusted job boards such as LinkedIn or Indeed. All official communication comes from email addresses ending in @jdpower.com or @jdpa.com. We will never ask for payment, equipment purchases, or upfront fees. We may take additional steps to verify candidate information to protect the integrity of our recruitment process.
To all recruitment agencies: JD Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
