Technical Customer Care Specialist I – Dealertrack DMS Fixed Ops

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

📋 Description

• The Technical Customer Care Specialist I will oversee various interactions with clients through phone, email, and other communication channels, providing support for the DMS technical call center.

• Address routine customer inquiries regarding product usage, along with technical support challenges.

• Maintain expert-level knowledge of Dealertrack Solutions and Products.

• Cultivate and sustain robust technical expertise in Dealertrack products as well as the devices and platforms on which these products operate.

• Accurately document all customer information in the CRM customer ticketing system.

• Comply with corporate objectives for ticket processing and maintain associated support service level agreements regarding response times and ticket resolution.

• Possess strong follow-up skills.

• Capability to manage and respond to multiple ongoing issues.

• Ability to work independently with minimal direction while multitasking and efficiently handling various tickets simultaneously.

• Ability to fulfill required shifts both independently and collaboratively within a team environment.

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

⛳️ Requirements

• Minimum requirement: High School Diploma/GED.

• Typically, less than 2 years of experience.

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

• Excellent communication skills, both verbal and written.

• Strong problem-solving and troubleshooting abilities.

• Strong interpersonal skills and meticulous attention to detail.

• Willingness to accommodate extended hours, flexible work schedules, and work overtime as required, including weekends.

• Ability to work both independently and as part of a team to meet individual and business objectives.

• Preferred: Demonstrates strong dependability and reliability.

• Capacity to manage multiple competing priorities and achieve 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 each year.

• Additional paid time off available for bereavement leave.

• Time off granted to vote.

• Jury duty leave provided.

• Volunteer time off is available.

• Military leave offered.

• Parental leave included.

• Health care insurance covering medical, dental, and vision.

• Retirement planning through a 401(k) program.

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