Technical Customer Care Specialist I – Dealertrack DMS Fixed Ops

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee client communications through phone, email, and various other methods while supporting the DMS technical call center.

• Address routine customer inquiries regarding product usage and technical support for Dealertrack products.

• Maintain an expert-level understanding of Dealertrack solutions and products.

• Cultivate and sustain technical knowledge of Dealertrack products and the devices and platforms they operate on.

• Precisely record customer details in the CRM customer ticketing system.

• Comply with ticket-processing objectives and uphold service-level agreements concerning response times and ticket closures.

• Follow up on customer concerns and manage multiple open issues simultaneously.

• Operate independently, multitask effectively, and manage multiple tickets in a productive and timely manner.

• 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 experience.

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

• Strong verbal and written communication abilities.

• Excellent problem-solving and troubleshooting skills.

• Strong interpersonal skills and meticulous attention to detail.

• Availability for extended hours, a flexible work schedule, and overtime as required, including weekends.

• Ability to work independently and collaboratively to achieve both individual and organizational objectives.

• Must successfully pass a pre-employment drug screening.

• Must be legally authorized to work in the United States for any employer without current or future sponsorship.

• No OPT, CPT, STEM/OPT, or visa sponsorship available now or in the future.

• Ability to work any shift during business hours, Monday–Saturday, currently from 5 AM to 6 PM MDT.

• Preferred: Experience with CRM case logging or Salesforce.

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

• Preferred: Knowledge of the automotive industry.

🏝️ Benefits

• Minimum of sixteen hours of paid time off each month.

• Seven paid holidays throughout the year.

• Bereavement leave.

• Time off to vote.

• Jury duty leave.

• Volunteer time off.

• Military leave.

• Parental leave.

• Health care insurance (medical, dental, vision).

• Retirement planning (401(k)).

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

• Reasonable accommodations for qualified applicants or employees with disabilities.