Technical Customer Care Specialist – Dealertrack
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Job Description
Technical Customer Care Specialist at Dealertrack assisting clients with technical inquiries on DMS software. Collaborate with clients and internal teams to resolve a variety of technical issues efficiently.
Responsibilities:
- Professionally manage a variety of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS)
- Responsible for responding to client inquiries, troubleshooting and/or resolving product issues, and providing the information to resolve our clients’ concerns
- Research technical problems with the aim of finding the best possible solution
- Work with internal team members via cases, phone, email and IM to escalate system and client issues
- Analyze data to resolve complex technical issues
- Use critical thinking and problem-solving skills to resolve a wide variety of issues
- Follow up with client requests in a timely manner
- Correctly document all work in a case system
- Manage escalation cases with professionalism and a focus on client satisfaction
- Mentor team members to improve the department's overall success and client satisfaction
- Maintain constructive relationships with customers and bring to the attention of the manager any issues/inquiries
- Work on other projects as assigned by their Manager/Supervisor
- Attend training sessions to improve and/or maintain skill sets
- Maintain professionalism while working with clients, co-workers, and leadership
- Ability to work under pressure and against deadlines
- Ability to use discretion in managing confidential client data
- Ability to follow outlined processes and demonstrate good judgment
- Ability to work well independently and with a team
- Ability to analyze different types of data to draw conclusions
Requirements:
- Minimum High School Diploma or GED required
- 2+ years of proven customer-facing experience in a fast‑paced or service‑driven environment
- Demonstrated strength in customer service with the ability to resolve issues independently
- Clear, professional communication skills — both verbal and written
- Strong organizational abilities, including managing multiple tasks and priorities
- Ability to analyze information and make sound decisions using critical thinking
- Tech-savvy with the ability to learn new systems quickly
- Professional, reliable, and able to maintain confidentiality
- Strong attention to detail with a focus on accuracy and follow‑through
- Ability to meet deadlines and manage time effectively
- Experience interpreting data or using data to inform decisions (basic analysis)
- 1+ years relevant/related work experience preferred
- Coding/programming experience with a tool such as Java is preferred.
Benefits:
- Employees are eligible to receive a minimum of sixteen hours of paid time off every month
- Seven paid holidays throughout the calendar year
- Additional paid time off in the form of 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 (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
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