Technical Customer Care Specialist II
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Job Description
Technical Customer Care Specialist II supporting Cox Automotive’s automotive technology products and services. Troubleshooting escalated customer issues and guiding users through resolutions remotely.
Responsibilities:
- Provide technical customer support to ensure customer satisfaction with products and services
- Engage with customers to explain product and service capabilities and operations
- Train customers in standard operational procedures and provide coaching and expertise to resolve technical and procedural difficulties
- Liaise with product, service delivery and other teams to address unanticipated issues
- Handle incoming technical support requests escalated by front-line support
- Serve as a customer care agent for an assigned customer base or product area
- Respond to customer inquiries via telephone or online
- Answer routine to moderately complex questions following established procedures
- Research and troubleshoot customer requests
- Determine problem sources, including hardware, software, and user access
- Resolve issues where possible and refer complex issues to internal technical experts or management
- Document and report customer inquiries, status, and resolution
- Follow up with customers on issue status and resolution
- Build working relationships with customer representatives and cross-functional teams
- Work any shift during business hours, currently Monday–Saturday, 8am–9pm EDT, including fixed or rotational Saturdays depending on business needs
Requirements:
- High School Diploma/GED and 3 years’ experience in a related field, OR any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience, OR 5 years’ experience in a related field
- Ability to work flexible work hours/schedule
- Ability to work independently and as a team to deliver on individual and business goals
- Strong problem-solving capabilities
- Strong technical troubleshooting skills
- Excellent verbal and written communication skills, with strong interpersonal skills and attention to detail
- Must clear a pre-employment drug test
- Must be currently 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 future
- SQL or XML experience preferred
- Ability to write and interpret SQL or XML preferred
- Strong analytical skills preferred
- CRM case logging/Salesforce experience preferred
- Experience with interaction distribution systems such as Genesys Pure Cloud preferred
- Strong dependability and reliability preferred
- Ability to handle multiple competing priorities and deliver results in a fast-paced environment preferred
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
- PTO
- Reasonable accommodations when requested by a qualified applicant or employee with disability
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