Technical Customer Care Specialist I

This is a fully remote position, open to applicants in Kansas, +3 more states.

📋 Description

• Oversee a diverse range of communications with clients through phone, email, and other channels in support of the DMS technical call center.

• Address routine customer inquiries regarding product usage and provide technical support for related issues.

• Maintain an expert-level understanding of Dealertrack Solutions and Products.

• Cultivate and uphold a strong technical proficiency in Dealertrack products along with the devices and platforms they operate on.

• Diligently record all customer data in the CRM ticketing system.

• Comply with corporate standards for ticket processing and related support service level agreements regarding response time and ticket resolution.

• Exhibit strong follow-up skills.

• Capable of managing and responding to multiple open issues concurrently.

• Demonstrate the ability to work independently with minimal direction, multitasking, and efficiently handling various tickets while maintaining productivity and timeliness.

• Ability to work required shifts autonomously and collaboratively within a team framework.

• Facilitate communication between the Support Team and other departments as necessary to resolve cases.

⛳️ Requirements

• High School Diploma or GED.

• Typically, less than 2 years of relevant experience.

• Capability to troubleshoot and document issues related to system performance and functionality.

• Exceptional communication skills, both verbal and written.

• Strong problem-solving and troubleshooting abilities.

• Excellent interpersonal skills and attention to detail.

• Flexibility to accommodate extended hours and a varied work schedule.

• Willingness to work overtime as necessary, including weekends.

• Demonstrates strong dependability and reliability.

• Ability to manage multiple competing priorities while delivering results in a fast-paced environment.

• Experience with CRM case logging and Salesforce.

• Familiarity with interaction distribution systems, such as Genesys Pure Cloud.

• Knowledge of the automotive industry.

🏝️ Benefits

• Employees are entitled to a minimum of sixteen hours of paid time off each month.

• Seven paid holidays are provided throughout the year.

• Additional paid time off is available for bereavement leave.

• Time off to vote is accommodated.

• Jury duty leave is provided.

• Volunteer time off is available.

• Military leave is granted.

• Parental leave is offered.

• Comprehensive health care insurance, including medical, dental, and vision coverage.

• Retirement planning support through a 401(k) plan.

• Paid days off, including sick leave, parental leave, flexible vacation/wellness days, and/or PTO.