Technical Customer Care Specialist II

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $22 - $24 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Vitu

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

🚘 Automotive

🔌 API

☁️ SaaS

💰 Series unknown on 2015-02

Automotive • API • SaaS

Vitu is a technology company that provides end-to-end, digital vehicle lifecycle solutions connecting lenders, dealers, remarketers, consumers and government jurisdictions. Its platform and APIs power 50-state title and registration processing, electronic titling (e-titling) and the National Title Exchange (NTX), accelerated title and payoff workflows for dealers and lenders, electronic lien & title (ELT), digital signatures, VIN/NMVTIS reporting and secure payment solutions for jurisdictions. Vitu also offers fleet registration compliance, lender CMS products for title and payoff management, repossession workflows, compliance training, and developer APIs; the company is SOC 1 Type II audited and an approved NMVTIS data provider.

📋 Description

• Handle incoming technical support customer requests escalated by front-line support • Serve as a customer care agent for an assigned customer base or product area • Respond to customer inquiries received via telephone or online • Answer routine to moderately complex questions following established procedures • Research and troubleshoot customer requests • Determine problem source, including hardware, software, or user access • Resolve issues where possible • Refer difficult and complex issues to internal technical experts or management • Document issues for future reference • Follow up with customers on issue status and resolution to ensure high levels of satisfaction • Document and report on customer inquiries, status, and resolution • Build working relationships with customer representatives and cross-functional teams • Train customers in standard operational procedures and provide coaching/expertise to resolve technical and procedural difficulties • Liaise with product, service delivery, and other teams to address unanticipated issues and situations

🎯 Requirements

• High School Diploma/GED and 3 years-experience OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years-experience • Ability to work flexible work hours/schedule • Able to work independently and as a team to deliver on individual and business goals • Strong problem-solving capabilities • Strong technical troubleshooting skills • Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail • 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 GoTo and support tools like Zendesk, Freshdesk, Salesforce, or similar platforms • Familiarity with CRM systems and ticketing software

🏖️ Benefits

• Healthcare Coverage for you and your family covering Medical, Dental & Vision • Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA) • Generous PTO • Pet Insurance • Retirement Planning • ID Theft Insurance • Life and Disability Insurance • Commuter Benefits • Accident & Hospital, Critical Illness Insurance • Tuition Reimbursement • Employee first culture • Collaborative environment • Opportunity to grow and contribute to the success of the organization • Reasonable accommodations for applicants or employees with disabilities