Customer Support Specialist (Automotive Software)

Location: Remote in Canada or the United States; flexible shifts primarily Monday–Friday between 9:00 am and 7:00 pm EST, with occasional Saturdays, statutory holidays, overtime, on-call schedules, and possible 24x7x365 coverage.

Starting rate: $20–$24 CAD per hour or $21–$25 USD per hour.

Company

hirify.global provides proprietary automotive data, advanced analytics, industry expertise, and workflows connecting insight to action across North America, Europe, and Australia.

What you will do

• Serve as the first point of contact for dealership customers using automotive applications, data, integrations, and services.
• Diagnose, troubleshoot, and resolve software, data, authentication, access, reporting, integration, API, payment, and workflow issues.
• Communicate solutions, system behavior, and next steps clearly across phone, email, chat, and case management channels.
• Document customer interactions, troubleshooting steps, and resolutions in CRM and ticketing systems.
• Follow support workflows, SLAs, and escalation procedures while collaborating with Product, Engineering, Data, Sales, and Customer Success.
• Contribute to knowledge bases, support playbooks, trend analysis, and continuous process improvement.

Requirements

• Postsecondary education in Information Technology, Business, Finance, Computer Science, or a related field; equivalent practical experience is considered.
• 1–3 years of experience in customer support, technical support, service desk, or a related role in a SaaS, technology, or data-driven environment.
• Experience supporting dealer-facing or OEM-facing automotive software, applications, or data platforms.
• Experience managing customer inquiries and escalating complex issues through defined support processes.
• Strong analytical, diagnostic, problem-solving, organizational, and attention-to-detail skills.
• Excellent written and verbal communication skills with a customer-focused approach.
• Ability to learn and navigate complex systems, products, and technical environments.
• Must be legally authorized to work in the country where employment is offered; employment sponsorship is not provided.

Nice to have

• Automotive retail, dealership, or OEM industry experience.
• Knowledge of automotive data concepts, vehicle configuration and build data, incentives, VIN decoding, and F&I systems.
• Working knowledge of REST and SOAP APIs, JSON, and XML.
• Experience with CRM and ticketing platforms such as Salesforce Service Cloud.
• Experience with diagnostic, testing, and data validation tools.
• Experience supporting customers in a high-volume, fast-paced software environment.
• Experience with telephony systems and omnichannel support platforms.

Culture & Benefits

• Virtual-first work environment with flexible work arrangements.
• Initial training lasts approximately 60–90 days during standard business hours from 9:00 am to 5:00 pm EST.
• Eligible employees may receive medical, dental, vision, disability, life insurance, retirement savings programs, paid time off, wellness programs, and other benefits; availability varies by country and employment status.
• Learning and development opportunities and a culture focused on customer success, innovation, collaboration, data, execution, and trust.

Hiring process

• Apply through the official hirify.global careers site or selected trusted job boards.
• Official recruitment communications come from email addresses ending in @jdpower.com or @jdpa.com.