Technical Customer Care Specialist II (Dealer.com)

Cox Enterprises • Waterbury, VT

8d • Remote

About The Position

Dealer. Com Technical Customer Care Specialist II This is a fully remote position- The scheduling availability needed is any day between Monday -Saturday with rotational Saturdays. 8am-8pm Eastern Standard Time (based on business needs) GENERAL DESCRIPTION: Provides technical customer support to ensure that all customers are satisfied with the acquired company's products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery and other teams to help address unanticipated issues and situations.

Requirements

• High School Diploma/GED and 3 years-experience OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years-experience
• 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.

Nice To Haves

• Experience troubleshooting HTML and CSS issues including layout, styling, and cross-browser compatibility strongly preferred
• Experience implementing diverse troubleshooting methodologies to diagnose and resolve complex technical website issues strongly preferred
• Ability to analyze data discrepancies and perform root cause analysis, to drive accurate issue resolution strongly preferred
• Displays 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 Dealer.com technical support customer requests escalated by front-line support.
• Serves as a customer care agent for an assigned customer base or product area.
• Responds to customer inquiries received via telephone or online.
• Answers routine to moderately complex questions, following established procedures.
• Researches and troubleshoots customer requests, analyzes needs and:
• Determines problem source (i.e.,hardware, software, user access)
• Resolves issues where possible
• Refers difficult and complex issues to internal technical experts, and/or
• Refers issues to management, documents issues for future
• Documents and reports on customer inquiries, status and resolution.
• Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
• Builds working relationships with customer representatives and with cross functional teams.

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: Mid Level
• Education Level: High school or GED