Technical Customer Care Specialist I (Dealertrack DMS)

Cox Enterprises • Draper, VT

1d • $17 - $25 • Remote

About The Position

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 is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be within a commutable distance (25 miles or less) to one of the following Cox Automotive hub locations: 6405 Metcalf Ave Bldg #3 Suite 400 Overland Park, KS 224 Valley Creek Blvd Suite 400 Exton, PA 1 Howard St. Burlington, VT 6305 Peachtree Dunwoody Rd. Bldg B Atlanta, GA 13693 S. 200 W Draper UT Technical Customer Care Specialist – Dealertrack This is a fully remote position-must be able to work any shift during business hours, currently Monday - Saturday, 5AM - 6PM MST (hours subject to change to meet business needs, shifts may include fixed Saturday schedule).

Requirements

• 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
• Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
• No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Nice To Haves

• Associate's degree or Technical Certification or equivalent work experience
• Technical background preferred

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

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.
• 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: Entry Level
• Education Level: High school or GED