Experienced Technical Customer Care Specialist I - Dealertrack DMS - Remote Call Center Representative for Innovative Automotive Software Solutions

Introduction to Cox Automotive and Our Mission Job Overview The Technical Customer Care Specialist I position is a remote call center role that requires you to answer client inquiries and resolve a variety of technical issues related to the Dealertrack Dealer Management Software (DMS) application. As a key member of our team, you will be responsible for providing top-notch service to our clients, troubleshooting technical problems, and finding solutions to complex issues. If you're passionate about delivering exceptional customer service, have a technical background, and are looking for a challenging and rewarding role, we want to hear from you. Key Responsibilities Manage a variety of interactions with clients via phone, email, and other methods of communication, supporting the DMS technical call center Professionally manage a range of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS) Respond to client inquiries, troubleshoot and/or resolve product issues, and provide information to resolve client concerns Research technical problems to find the best possible solution, using critical thinking and problem-solving skills to resolve complex issues Collaborate with internal team members via cases, phone, email, and IM to escalate system and client issues Analyze data to resolve complex technical issues and draw conclusions from different types of data Follow up with client requests in a timely manner, ensuring that all issues are resolved efficiently and effectively Correctly document all work in a case system, maintaining accurate and up-to-date records Mentor team members to improve the department's overall success and client satisfaction, sharing knowledge and expertise to drive excellence Maintain constructive relationships with customers, bringing any issues or inquiries to the attention of the manager Work on other projects as assigned by the Manager/Supervisor, demonstrating flexibility and a willingness to adapt to changing priorities Attend training sessions to improve and/or maintain skill sets, staying up-to-date with the latest technologies and industry trends Essential Qualifications To be successful in this role, you will need: A High School Diploma/GED Less than 2 years' experience in a related field, although more experience is welcome Working knowledge of Microsoft Outlook, Word, and Excel Excellent communication and interpersonal skills, with the ability to work well with clients, co-workers, and leadership Strong problem-solving and critical thinking skills, with the ability to analyze complex technical issues and find creative solutions Ability to work under pressure and against deadlines, maintaining a calm and professional demeanor in fast-paced environments Ability to use discretion in managing confidential client data, maintaining confidentiality and adhering to data protection policies Preferred Qualifications While not essential, the following qualifications are preferred: A College Degree, preferably in a technical or related field Technical background, with experience in software support, technical customer service, or a related field Experience working with Dealer Management Software (DMS) or similar applications Knowledge of automotive industry trends and technologies Skills and Competencies To excel in this role, you will need to demonstrate the following skills and competencies: Technical skills: proficiency in Microsoft Office, particularly Outlook, Word, and Excel, as well as experience with technical software applications Communication skills: excellent verbal and written communication skills, with the ability to articulate complex technical information in a clear and concise manner Problem-solving skills: strong problem-solving and critical thinking skills, with the ability to analyze complex technical issues and find creative solutions Time management skills: ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment Teamwork and collaboration: ability to work effectively with internal team members, external clients, and stakeholders to achieve common goals Career Growth Opportunities and Learning Benefits Comprehensive training programs, designed to help you develop your technical and soft skills Ongoing coaching and mentoring, to help you achieve your career goals Opportunities for career advancement, with a clear path for progression within the company A culture of innovation and experimentation, where you're encouraged to try new things and share your ideas Work Environment and Company Culture Compensation, Perks, and Benefits We offer a competitive compensation package, with a range of perks and benefits, including: A competitive salary, with opportunities for bonuses and incentives Comprehensive health and wellness programs, including medical, dental, and vision insurance 401(k) matching program, to help you plan for your future Paid time off, including vacation days, sick leave, and holidays Flexible working arrangements, including remote work options and flexible hours Conclusion If you're passionate about delivering exceptional customer service, have a technical background, and are looking for a challenging and rewarding role, we want to hear from you. As a Technical Customer Care Specialist I, you will play a vital role in our team, providing top-notch service to our clients and helping to drive our business forward. Apply now to join our team and take the first step in an exciting and rewarding career with Cox Automotive. Apply for this job