Technical Customer Care Specialist I (Dealertrack DMS AH)

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Technical Customer Care Specialist I Management Level Individual Contributor Flexible Work Option Can work remotely but need to live in the specified city, state, or region Travel % No Work Shift Variable Compensation Hourly base pay rate is $16.59 - $24.86/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. 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 accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours Ability to work independently as a team to deliver on individual and business goals 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. Automotive industry knowledge. Drug Testing To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited. 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. About Us Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. 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). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. EOE, including disability/vets 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. Cox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.