Technical Customer Care Specialist I

Job Description:

  • Manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center
  • 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

Requirements:

  • 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
  • Ability to work overtime as needed, including weekend hours
  • 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

Benefits:

  • Employees are eligible to receive a 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
  • 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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