Technical Customer Care Specialist I (Dealertrack Fixed Operations)

• The application deadline for this role is July 3,2024 At Cox Automotive we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world... The Technical Customer Care Specialist I answers client inquiries and resolves a variety of technical issues regarding the Dealertrack Dealer Management Software (DMS) application. Candidates who apply for this role are expected to provide clients the level of service that exceeds their expectations whilst maintaining Dealertrack’s DMS high services delivery standards. This is a Remote Call Center position with the expectation that the candidate will be scheduled Monday – Friday 5am-6pm MST and Saturday’s (once a month) 7am-4pm MST. Candidates can be located anywhere in the United States but must be comfortable working in the Mountain Standard Time Zone. What You’ll Do You’ll be a true acrobat of algorithms, helping our clients with PC problems and tech troubles. You’ll also use your palpable people skills to engage with our clients, offering answers to questions and a touch of training on how to use their equipment and associated apps. Here are some of the most relevant responsibilities for this gig: ● Provide client support & technical resolution via email, phone & other electronic communications. ● Troubleshoot and resolve all product-specific technical (hardware/software) problems. ● Verify proper installation and configuration of software. ● Answer policy and procedural questions. ● Provide training to clients in the use of the system and applications. What’s In It For You? • Hey, what’s a tech job without the best possible technology at your fingertips?  We know you’re going to need the best workspace tools and technology and Cox makes sure you have the most innovative equipment and resources available so you can always be. •Here’s the data you’ve likely been browsing for:  Cox provides great , highly competitive pay, generous incentives, and other compensation perks (401k + matching, comprehensive medical benefits, etc.).  We also offer tuition reimbursement for academic pursuits, adoption assistance, paid time off to volunteer, childcare and eldercare resources, pet insurance (cool, right?) and much more. • Growth is a good thing, and you’ll have opportunities to learn and trains you can upload new skills and explore exciting opportunities across the Cox family of businesses that will continue to challenge and empower you. • Just like you’ll be making customers feel good about their experience, Cox has an outstanding company culture that does the same for you. At Cox, we get that you’ve got a life outside our doors, so we create a flexible work environment, honoring your desire to balance work life with, well, life. Our diverse, inclusive culture invites you to bring your authentic self to work, and the trust between our leadership and our teams means you’re working in an environment that supports collaboration through innovation, and real change driven by people like you. Who You Are You’re someone who can not only solve issues, but who can clearly communicate that to others, too. You’re at ease with customers and colleagues alike, and your ability to read a situation is encoded in your personal programming. You’re the human antidote to spaghetti code, always organized and reliable. Still nodding your head in agreement with this description? Here are the qualifications that make up this job’s knowledge base: Essential Functions: • The Client Services Representative will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center • Professionally manage a variety of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS) • Responsible for responding to client inquiries, troubleshooting and/or resolving product issues, and providing the information to resolve our clients’ concerns • Research technical problems with the aim of finding the best possible solution • Work with internal team members via cases, phone, email and IM to escalate system and client issues • Analyze data to resolve complex technical issues • Use critical thinking and problem-solving skills to resolve a wide variety of issues • Follow up with client requests in a timely manner • Correctly document all work in a case system • Manage escalation cases with professionalism and a focus on client satisfaction • Mentor team members to improve the departments overall success and client satisfaction • Maintain constructive relationships with customers and bring to the attention of the manager any issues/inquiries • Works on other projects as assigned by their Manager/Supervisor • Attend training sessions to improve and/or maintain skill sets • Maintain professionalism while working with clients, co-workers, and leadership • Ability to work under pressure and against deadlines • Ability to use discretion in managing confidential client data • Ability to follow outlined processes and demonstrate good judgment • Ability to work well independently and with a team • Ability to analyze different types of data to draw conclusions Minimum Qualifications: • High School Diploma/GED • Generally, less than 2 years’ experience in a related field • Working knowledge of Microsoft Outlook, Word and Excel What We Look For (Preferred): • College Degree • Technical background