Technical Customer Care Specialist I - Cox Enterprises

Company

Job Family Group

Job Profile

Management Level

Flexible Work Option

Travel %

Work Shift

Compensation

Job Description

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:

6240 Sprint Pkwy

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

This is a fully remote position-must be able to work any shift during business hours, currently Monday - Saturday, 5AM - 6PM MDT (hours subject to change to meet business needs, shifts may include fixed Saturday schedule).

Key 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

Qualifications

Minimum-

• High School Diploma/GED
• Generally, less than 2 years of experience
• Ability to troubleshoot and document issues related to system performance and functionality.
• Excellent communication skills (Verbal and Written)
• Strong problem-solving/troubleshooting skills
• Strong interpersonal skills and attention to detail
• Ability to ac