Technical Customer Care Analyst II (Dealertrack F&I)

Cox Enterprises

3d • Remote

About The Position

The Technical Customer Care Analyst II (Dealertrack F&I) will be on a team of Senior Escalation and Technical Support Analysts whose primary responsibility is to facilitate the investigation, communication, and resolution of escalated customer incidents that cannot be resolved by the front-line Support Team. This position reports to the Supervisor or Manager, Technical Customer Care role, and has a peer team of Technical Customer Care Analysts. The Technical Customer Care Analyst II is a mentor for the Technical Customer Care Analyst I position. The Technical Customer Care Analyst interacts with all levels of clients and colleagues throughout Retail Support as well as product, engineering, business readiness, program management, implementations, sales, and performance management. The Support Team works in an open environment to encourage the best possible client service by allowing open communication and collaboration between colleagues. This position requires significant interpersonal work and computer usage as well as frequent phone and videoconferences. Hours worked may vary due to the shift schedule of the department. This position is remote/work from home and can be located anywhere within the United States. If you live within 25 miles of any Cox office, the role will be hybrid.

Requirements

• Minimum Bachelor's degree and 2 years of relevant work history OR 6 years relevant/related work experience with no degree.
• Experience in Automotive Leads (CRM), Credit Application processing, and Contracting functionality is required
• At least one year of experience processing credit applications
• Experience within the automotive and banking industry
• A high level of attention to detail.
• An ability to troubleshoot technical issues varying from simple to very complex.
• Ability to multitask and adapt easily to change and multiple priority projects.
• Ability to maintain a positive attitude while working under pressure and strict timelines.
• Knowledge of common helpdesk and ticketing solutions, preferably Salesforce and Service Now.
• Must have excellent communication skills and an ability to write effectively and clearly.
• Experience communicating complex customer issues to others.
• Ability to mentor more junior team members on technical and business issues.

Nice To Haves

• Knowledge of CRM solutions is preferred.
• Network troubleshooting / HTTP protocol, DNS, SSL.
• Experience supporting mobile devices such as IOS and Android.
• Previous on-call experience is a plus.
• Experience with Splunk preferred.

Responsibilities

• Handle incoming Dealertrack F&I technical support customer requests escalated by front-line support.
• Handle escalated issues from larger and diverse customer groups.
• Troubleshoot difficult problems with either the customer’s configuration, our software, or other vendor integration points.
• Escalates complex issues to more senior Technical Customer Cares team members and/or management.
• Provide crisis management point of contact for all escalated customer issues and projects, especially in situations where customer satisfaction is at risk and special attention is needed to bring resolution.
• Work assigned through support CRM case queues, emails, online Messenger (Teams), phone calls, etc.
• Maintain accurate documentation using support cases in CRM, defects, knowledge bases.
• Close interface with Engineering to communicate bug data and reproduce complex customer scenarios.
• Provide one-on-one and group training to existing agents on issue resolution.
• Ensure proper follow-up, even when a problem has not been resolved, to ensure the customer is kept apprised of the issue status.
• Participate in after-hours On-Call support for critical outages/issues.

Benefits

• The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members.
• 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.
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level