Customer Support - VIP

Job Description: Title: System Analyst I Location: Hybrid - Edison, NJ USA or Remote Schedule: Monday - Friday, 10 am - 6 pm EST, CST or PST, occasional Saturdays/Holidays Reports to: System Analyst Manager The Role Are you a self-motivated, technically proficient problem-solver with a passion for customer service? J.D. Power, is seeking a System Analyst I to join our technical System Analyst team. This role is crucial in delivering timely, effective technical support and exceptional customer experience to our various stakeholders. The core function of this role is to be a superb listener and problem solver, providing technical assistance for our product while guiding and empowering customers to understand and resolve their issues. The Impact You Will Have: You will be a vital member of the technical team, collaborating closely with internal and external partners to develop and implement effective support strategies. You will deliver essential service and support to various groups, including our customers, sales team, and implementation team. What You'll Be Doing: Your primary responsibilities will center on customer interaction, problem resolution, and documentation: Customer Interaction: Log into our phone system to manage incoming calls and respond to customer questions, problems, and requests in a timely fashion via phone, our CRM system, or email. Technical Support: Provide technical assistance and support for incoming concerns and issues related to the product, handling a range of cases with varying levels of complexity. Problem Solving & Training: Use active listening and empathy to understand customer issues, then work through a problem-solving process to resolve concerns. You will train and empower customers to help prevent future repeat issues. Documentation: Accurately document all correspondence and technical steps via our CRM system. Team Collaboration: Demonstrate the ability to work effectively in a team environment, collaborating well with others to reach shared team goals. Professionalism: Maintain quality, ongoing interactions with customers, displaying empathy, dependability, and flexibility in a fast-paced environment. Qualifications of this Role: We are looking for candidates who are strong listeners and skilled problem solvers who enjoy helping others, especially in a technical support capacity. Previous experience in a relevant industry is a plus. Education: High School Diploma required. College degree preferred but not required – equivalent combination of education, training, and/or relevant experience will be considered. Experience & Skills: Demonstrable experience in a customer-facing technical support or customer service role where you regularly solved problems and provided technical assistance. Strong computer proficiency and ability to quickly learn new software and systems. Experience in the automotive market or F&I (Finance & Insurance) industry is highly desirable. Proficiency with CRM systems and phone systems for managing call volume and documentation. Excellent verbal communication and telephone skills, maintaining a professional, friendly, and pleasant demeanor. Exceptional organizational skills, attention to detail, and multitasking skills to manage calls, documentation, and case resolution simultaneously. Proven active listening and problem-solving skills. The Hiring Manager says:  We are looking for good listeners and skilled problem solvers who enjoy helping others. In this role, you will be providing effective and timely technical support along with giving our customers an exceptional customer service experience in a virtual environment. Candidates must be self-motivated, demonstrate strong communication and multitasking skills, and be adept at building relationships. The ideal candidate will have previous experience in the automotive market, F&I experience, or customer support. Company Mission J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges. Our Values At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.   J.D. 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. Should you require accommodations during the recruitment and selection process, please reach out to tarecruitment@jdpa.com. J.D. Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companies in various countries, J.D. Power has international sites and J.D. Power uses resources located throughout the world. J.D. Power may from time to time also use third parties to act on J.D. 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 J.D. Power group of companies as well as to third parties acting on J.D. Power’s behalf, including also transfers to servers and databases outside the country where you provided J.D. 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. To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.  Welcome to J.D. Power Careers! J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.