Technical Customer Care Specialist II – vAuto

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

📋 Description

• Manage incoming technical support requests from customers that have been escalated by front-line support.

• Act as a customer care representative for a designated customer group or product area.

• Address customer inquiries via phone or online channels.

• Respond to routine and moderately complex questions following established guidelines.

• Investigate and resolve customer requests through research and troubleshooting.

• Identify sources of issues, including hardware, software, and user access.

• Resolve problems when feasible.

• Escalate challenging and intricate issues to internal technical experts or management.

• Maintain documentation of issues for future reference.

• Log and report customer inquiries, their status, and resolutions.

• Follow up with customers regarding the status and resolution of their issues.

• Foster collaborative relationships with customer representatives and cross-functional teams.

⛳️ Requirements

• High School Diploma/GED with 3 years of experience in a relevant field; or any degree/certification beyond high school in a related discipline with up to 1 year of experience; or 5 years of experience in a related field.

• Ability to work flexible hours and schedules.

• Capability to work autonomously as well as collaboratively within a team.

• Strong problem-solving skills.

• Proficient in technical troubleshooting.

• Exceptional verbal and written communication skills, along with strong interpersonal skills and attention to detail.

• Availability to work any shift during business hours, currently Monday–Saturday, 8am–9pm EDT, including fixed or rotational Saturdays based on business requirements.

• Must pass a pre-employment drug screening.

• Experience with SQL or XML for investigating and resolving complex customer issues is highly preferred.

• Ability to write and interpret SQL or XML is strongly preferred.

• Strong analytical skills for converting SQL or XML results into actionable insights is strongly preferred.

• Dependable and reliable work ethic.

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

• Experience with CRM case logging/Salesforce.

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

• 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 now or in the future.

🏝️ Benefits

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

• Sick leave.

• Flexible vacation/wellness days.

• Paid time off (PTO).

• Reasonable accommodations for qualified applicants or employees with disabilities.