Technical Customer Care Specialist

This is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be within a commutable distance (25 miles or less) to one of the following Cox Automotive hub locations: 6240 Sprint Pkwy Overland Park, KS 224 Valley Creek Blvd Suite 400 Exton, PA 1 Howard St. Burlington, VT 6305 Peachtree Dunwoody Rd. Bldg B Atlanta, GA 13693 S. 200 W Draper UT Summary: Provides technical customer support to ensure that all customers are satisfied with the products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery and other teams to help address unanticipated issues and situations. This position-must be able to work any shift during business hours. Shift Schedule: • Each employee will be scheduled based upon business need, but the general hours are Mon-Fri 6am-8pm CST Saturday 8am-6pm CST • Saturdays are either on rotation or permanent (depending on business need at the time) The Technical Customer Care Specialist I will: • Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues • Will be responsible for routine customer questions relating to product usage within VinSolutions support • Provide support for technical issues relating to the Cox Automotive suite of products • Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards Your role: • Handle routine customer questions relating to product usage • Provide technical support on issues through to resolution • Maintains expert-level knowledge of line of business processes and procedures • Accurately log all customer information in the CRM tool • Facilitate communication to other departments as needed to resolve client concerns • Communicate with key stakeholders to identify and resolve inquiries. • Provide proper follow- up to ensure customer is kept apprised of the issue status Minimum Qualifications: • High School Diploma/GED • Generally, less than 2 years of experience • Ability to troubleshoot and document issues related to system performance and functionality. • Excellent communication skills (Verbal and Written) • Strong problem-solving/troubleshooting skills • Strong interpersonal skills and attention to detail • Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours • Ability to work independently as a team to deliver on individual and business goals What We Look For (Preferred): • Displays strong dependability and reliability. • Ability to handle multiple, competing priorities and deliver results in a fast-paced environment. • CRM case logging/Salesforce experience • Experience with interaction distribution systems such as Genesys Pure Cloud. • Automotive industry knowledge. Apply tot his job Apply To this Job