Technical Customer Care Specialist I (Dealertrack DMS Fixed Ops)

Company
Cox Automotive - USA Job Family Group

Customer Care Group Job Profile

Technical Customer Care Specialist I Management Level

Individual Contributor Flexible Work Option

Can work remotely anywhere in the specified country Travel %

No Work Shift

Compensation
Hourly base pay rate is $16.59 - $24.86/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Job Description

The Technical Customer Care Specialist I will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center.

This position is remote/work from home and can be located anywhere within the United States.

This is a fully remote position-must be able to work any shift during business hours, currently Monday - Saturday, 5AM - 6PM MDT (hours subject to change to meet business needs, shifts may include fixed Saturday schedule).
Key Responsibilities

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The Technical Customer Care Specialist will be responsible for routine customer questions relating to product usage, as well as technical support issues relating to the Dealertrack family of products

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Handle routine customer questions relating to product usage, as well as technical support issues

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Maintains expert-level knowledge of Dealertrack Solutions and Products

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Develops and maintains strong technical expertise in Dealertrack products and those devices and platforms upon which the products function

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Accurately logs all customer information in the CRM customer ticketing system

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Adhere to corporate objectives for ticket processing and associated support service level agreements for response time and ticket closure

- Follow-up skills

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Ability to handle and respond to multiple open issues

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Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely

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Ability to work required shifts both independently and within a team organization

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Facilitate communication from Support Team to other departments as needed to complete Cases

Qualifications

Minimum-

- High School Diploma/GED

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Generally, less than 2 years of experience

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Ability to troubleshoot and document issues related to system performance and functionality.

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Excellent communication skills (Verbal and Written)

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Strong problem-solving/troubleshooting skills

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Strong interpersonal skills and attention to detail

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Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours

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Ability to work independently as a team to deliver on individual and business goals

Preferred-

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Displays strong dependability and reliability.

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Ability to handle multiple, competing priorities and deliver results in a fast-paced environment.

- CRM case logging/Salesforce experience

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Experience with interaction distribution systems such as Genesys Pure Cloud.

- Automotive industry knowledge.

Drug Testing

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited. Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parent