Technical Customer Care Specialist I – Dealertrack

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Cox Enterprises

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Enterprise • Telecommunications • Transport

Cox Enterprises is a leading communications, media, and automotive services company with a mission to solve pressing challenges while building a more connected, mobile, and sustainable world. With over 125 years in business, Cox has invested over $1 billion in sustainable businesses and technology, generating $23 billion in revenue. The company comprises divisions like Cox Communications and Cox Automotive, which provide various B2B technology solutions and automotive services. Cox values innovation, inclusion, and the power of connection, aiming to foster a work environment where diverse voices are heard and respected. The company's commitment to sustainability and social impact is recognized by awards and certifications, such as being named a zero-waste business by Zero Waste USA.

10,000+ employees

Founded 1898

🏢 Enterprise

📡 Telecommunications

🚗 Transport

💰 Seed Round on 2014-12

📋 Description

• The Technical Customer Care Specialist I 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 work required shifts both independently and within a team organization • Facilitate communication from Support Team to other departments as needed to complete Cases

🎯 Requirements

• Minimum- High School Diploma/GED • Generally, less than 2 years of experience • Must be flexible to work any shift during business hours, currently Monday - Saturday, 7AM - 7PM central time zone (hours subject to change to meet business needs) • Hours are extended and varied must have the ability to accommodate a flexible schedule and work overtime as needed • Follow-up/follow-through skills required • 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 • Customer-oriented background • Knowledge of various computer applications including experience with business support applications such as MS Office (Word, PowerPoint, and Excel) required • Excellent oral and written communication skills • Experience working in a team environment and assisting others as applicable • Requires attention to detail and the ability to adapt to change • Ability to type 40+ WPM • Preferred: Associate's degree or Technical Certification or equivalent work experience • Technical background preferred

🏖️ 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)