Technical Customer Care Specialist ; Dealertrack DMS

Position: Technical Customer Care Specialist I (Dealer track DMS)
* The Technical Customer Care Specialist will be responsible for routine customer questions relating to product usage, as well as technical support issues relating to the Dealer track family of products
* Handle routine customer questions relating to product usage, as well as technical support issues
* Maintains expert-level knowledge of Dealer track Solutions and Products
* Develops and maintains strong technical expertise in Dealer track 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
* 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 - 8PM eastern time zone (hours subject to change to meet business needs)
* 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
* Strong Customer service skills required
* 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
* Associate's degree or Technical Certification or equivalent work experience
* Technical background preferred

Cox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges.
Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe.
From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference.
Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.
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