Customer Care Specialist II
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Job Description
Customer Care Specialist II supporting customers using Vitu’s vehicle registration and titling technology. Providing Tier 1 troubleshooting, ticket resolution, and customer training.
Responsibilities:
- Receive and respond to customer requests via the inbound call queue and support ticketing systems
- Ask questions and actively listen to customers to understand issues, demonstrating respect and concern
- Provide Tier 1 support and troubleshoot standard and recurring configuration issues
- Provide one-on-one training for new and/or existing customers as needed
- Apply security tools or processes (PIN, identifying information) to assess customer records or electronic information
- Document customer inquiries, status, and resolution
- Work across teams and follow up with customers to resolve issues satisfactorily
- Determine problem source (hardware, software, user access)
- Resolve issues where possible
- Refer difficult or complex issues to internal technical experts or management
- Develop and maintain positive customer relations
- Respond to inquiries about company products, features, and services
- Address fulfillment, billing, account management, technical, and configuration issues
Requirements:
- 3 years' experience in Client Services, Support, or related functions in the technology or software industry
- Strong technical skills (Microsoft Office, Salesforce.com, or similar CRM, contact center software)
- High School Diploma/GED and 3 years of experience related to customer service OR any level degree or certification beyond HS diploma/GED + up to 1 year experience OR 5 years’ experience related to customer service
- Automotive industry software support experience preferred
- Contact Center Operations experience preferred (telecom, workforce management, forecasting, call monitoring, etc.)
Benefits:
- Healthcare Coverage for you and your family covering Medical, Dental & Vision
- Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
- Generous PTO
- Pet Insurance
- Retirement Planning
- ID Theft Insurance
- Life and Disability Insurance
- Commuter Benefits
- Accident & Hospital, Critical Illness Insurance
- Tuition Reimbursement
- Equal Employment Opportunity and reasonable accommodations
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