Service Desk Support Intern

Who We Are:

At OPENLANE we make wholesale easy so our customers can be more successful. 

• We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.

• We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.

• And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values: 

Driven Waybuilders. We pursue challenges that inspire us to build, create and innovate.

Relentless Curiosity. We seek to understand and improve our customers’ experience.

Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.

Fearless Ownership. We deliver what we promise and learn along the way.

About Our Team:

The Support Intern will provide first-level customer support for Openlane employees to resolve technical difficulties related to Openlane’s custom applications, hardware, and software for our inbound call center. We are a fast-paced and high-volume service desk responding to email tickets and phone calls Monday through Friday. The position will be responsible for following Openlane’s escalation procedures as well as following up to ensure open incidents are addressed and resolved.

About Our Candidate:

• Looking for a career in IT, dabbles in Scripting and or Code and wanting to further this career path

• Patience and ability to deliver excellent customer service.

• Excellent verbal and written communication skills. Includes excellent telephone etiquette.

• Strong organizational skills. Able to clearly document a situation or problem within ticket software.

• Ability to apply active listening skills and probing techniques to understand the nature of the incident/request.

• Willingness to seek assistance when needed.

• Ability to perform under pressure in a fast paced environment.

• Ability to work between the hours of 6:45AM and 8:15PM M-F.

• Work overtime as needed.

What You Will Be Doing:

• Achieve at least 85% first contact resolution for all incidents generated.

• Achieving a Customer Satisfaction Survey score of 4.5 or above.

• Driven towards resolving issues on first contact.

• Accurate and timely response to customer requests.

• Solves problems without being asked.

• Generates ideas for improvement.

• Maintains relationships & copes effectively.

• Receives constructive feedback appropriately & positively

What You Need to Be Successful:

• Ability to differentiate application problems from PC/hardware and/or network problems.

• Fundamental knowledge of Windows Operating Systems and Microsoft Suite of applications.

• Experience with Windows Registry, ini files, and Control Panel Settings.

• Experience with PC hardware troubleshooting and repair.

• Experience with TCP/IP, internet, LAN/WAN, wireless technology, and audio/video systems.

• Experience with ticketing system (Service Now).

• Ability to adhere to Openlane policies and procedures.

• Minimum 1-year experience in a Help Desk environment.

• 2-year Business or Technical Degree in Computer/IS area or comparable work experience.