• Identify, research, and resolve technical and end-user application failures and deficiencies • Ensure proper follow-through on all directives, bulletins and schedules from management • Work to proactively identify areas where product improvements can be made to provide enhanced ease-of-use and functionality • Educate and coach customers on best practices for using OPENLANE products and services • Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments • Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability • Assure customer acceptance of and quality of resolution • Identify and escalate issues that require advanced product knowledge or technical expertise • Serve as a Subject Matter Expert for the design and development of training materials • Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts • Continuously engage in self-directed learning opportunities to increase functional product knowledge • Document known errors, workarounds, procedures, and product-specific information