Technical Customer Care Analyst II; Dealertrack F&I

Technical Customer Care Analyst II (Dealer track F&I) will be on a team of Senior Escalation and Technical Support Analysts whose primary responsibility is to facilitate the investigation, communication, and resolution of escalated customer incidents that cannot be resolved by the front-line Support Team. This position reports to the Supervisor or Manager, Technical Customer Care role, and has a peer team of Technical Customer Care Analysts.

The Technical Customer Care Analyst II is a mentor for the Technical Customer Care Analyst I position. The Technical Customer Care Analyst interacts with all levels of clients and colleagues throughout Retail Support as well as product, engineering, business readiness, program management, implementations, sales, and performance management. The Support Team works in an open environment to encourage the best possible client service by allowing open communication and collaboration between colleagues.

This position requires significant interpersonal work and computer usage as well as frequent phone and video conferences. Hours worked may vary due to the shift schedule of the department.

• Handle incoming Dealer track F&I technical support customer requests escalated by front-line