Technical Customer Care Specialist II (Homenet/vAuto)
About The Position
This is a fully remote position. The Technical Customer Care Specialist II handles incoming technical support customer requests escalated by front-line support. They serve as a customer care agent for an assigned customer base or product area, responding to customer inquiries via telephone or online. This role answers routine to moderately complex questions, following established procedures, and researches and troubleshoots customer requests to determine problem sources (hardware, software, user access). The specialist resolves issues where possible, refers difficult issues to internal technical experts or management, and documents issues for future reference. They also document and report on customer inquiries, status, and resolution, and follow up with customers to ensure high levels of satisfaction. Building working relationships with customer representatives and cross-functional teams is also a key part of the role.
Requirements
- High School Diploma/GED and 3 years’ experience in a related field.
- Ability to work flexible work hours/schedule.
- Able to work independently and as a team to deliver on individual and business goals.
- Strong problem-solving capabilities.
- Strong technical troubleshooting skills.
- Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.
- Must be able to work any shift during business hours, currently Monday- Saturday 8am-9pm EDT with rotational Saturdays (depending on business needs at the time).
- Must be able to clear a pre-employment drug test.
- Must currently be authorized to work in the United States for any employer without current or future sponsorship.
Nice To Haves
- Any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience.
- 5 years’ experience in a related field.
- Experience using SQL or XML to investigate and resolve complex customer issues by querying internal databases is strongly preferred.
- Ability to write and interpret SQL or XML to identify trends, troubleshoot data discrepancies, and support root cause analysis is strongly preferred.
- Strong analytical skills with the ability to translate SQL or XML results into actionable recommendations for support and product teams is strongly preferred.
- Strong dependability and reliability.
- Ability to handle multiple competing priorities and deliver results in a fast-paced environment.
- CRM case logging/Salesforce experience.
- Experience with interaction distribution systems such as Genesys Pure Cloud.
Responsibilities
- Handle incoming technical support customer requests escalated by front-line support.
- Serve as a customer care agent for an assigned customer base or product area.
- Respond to customer inquiries received via telephone or online.
- Answer routine to moderately complex questions, following established procedures.
- Research and troubleshoot customer requests, analyze needs and determine problem source (i.e., hardware, software, user access).
- Resolve issues where possible.
- Refer difficult and complex issues to internal technical experts, and/or refer issues to management.
- Document issues for future reference.
- Document and report on customer inquiries, status and resolution.
- Follow up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
- Build working relationships with customer representatives and with cross functional teams.
Benefits
- Hourly base pay rate is $20.10 - $30.10/hour.
- Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
- Minimum of sixteen hours of paid time off every month.
- Seven paid holidays throughout the calendar year.
- 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.
- Health care insurance (medical, dental, vision).
- Retirement planning (401(k)).
- Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
