Technical Customer Care Specialist I – XTIME

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

📋 Description

• Deliver technical support to customers to ensure satisfaction with products and services.

• Interact with customers to clarify product/service functionalities and operations.

• Educate customers on standard operational procedures and provide coaching/expertise to address technical and procedural challenges.

• Coordinate with product, service delivery, and other teams to manage unexpected issues.

• Communicate directly with clients through phone, email, chat, and other electronic channels.

• Resolve issues related to applications and products.

• Address routine customer inquiries regarding the usage of Xtime products.

• Offer technical support for Cox Automotive suite products until resolution is achieved.

• Utilize technical knowledge while following quality assurance standards.

• Maintain an expert-level understanding of line-of-business processes and procedures.

• Accurately record customer information in the CRM tool.

• Facilitate communication with other departments to resolve client issues.

• Engage with key stakeholders to identify and address inquiries.

• Follow up to keep customers informed about the status of their issues.

⛳️ Requirements

• High School Diploma/GED required.

• Generally, less than 2 years of relevant experience.

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

• Exceptional verbal and written communication abilities.

• Strong problem-solving and troubleshooting aptitude.

• Excellent interpersonal skills and keen attention to detail.

• Willingness to accommodate extended hours, a flexible work schedule, and work overtime as necessary, including weekends.

• Ability to work independently and collaboratively to meet individual and business objectives.

• Must pass a pre-employment drug test.

• Experience with CRM case logging/Salesforce.

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

• Knowledge of the automotive industry.

• Must be 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.

🏝️ Benefits

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

• Seven paid holidays throughout the calendar 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)).

• Sick leave.

• Flexible vacation/wellness days.

• Paid time off (PTO).

• Reasonable accommodations for qualified applicants or employees with disabilities.