[Remote] Technical Customer Care Specialist I (Dealertrack DMS)

Note: The job is a remote job and is open to candidates in USA. Cox Automotive Inc. is seeking a Technical Customer Care Specialist I to manage client interactions via phone, email, and other communication methods in support of the DMS technical call center. The role involves addressing customer questions and technical support issues related to Dealertrack products while maintaining expert-level knowledge of these solutions.

Responsibilities

• 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
• Handle routine customer questions relating to product usage, as well as technical support issues
• Maintains expert-level knowledge of Dealertrack Solutions and Products
• Develops and maintains strong technical expertise in Dealertrack products and those devices and platforms upon which the products function
• Accurately logs all customer information in the CRM customer ticketing system
• Adhere to corporate objectives for ticket processing and associated support service level agreements for response time and ticket closure
• Follow-up skills
• Ability to handle and respond to multiple open issues
• Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely
• Ability to work required shifts both independently and within a team organization
• Facilitate communication from Support Team to other departments as needed to complete Cases

Skills

• High School Diploma/GED
• Generally, less than 2 years of experience
• Must be flexible to work any shift during business hours, currently Monday - Saturday, 7AM - 8PM eastern time zone (hours subject to change to meet business needs)
• Follow-up/follow-through skills required
• Ability to handle and respond to multiple open issues
• Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely
• Strong Customer service skills required
• Knowledge of various computer applications including experience with business support applications such as MS Office (Word, PowerPoint, and Excel) required
• Excellent oral and written communication skills
• Experience working in a team environment and assisting others as applicable
• Requires attention to detail and the ability to adapt to change
• Ability to type 40+ WPM
• Associate's degree or Technical Certification or equivalent work experience
• Technical background preferred

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 parental leave.

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