R202442341 Technical Customer Care Specialist I- Dealertrack DMS

At Cox Automotive we?re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we?re looking for people to join our mission to be a force for good in the world. The Technical Customer Care Specialist I answers client inquiries and resolves a variety of technical issues regarding the Dealertrack Dealer Management Software... (DMS) application. Candidates who apply for this role are expected to provide clients the level of service that exceeds their expectations whilst maintaining Dealertrack?s DMS high services delivery standards. This is a Remote Call Center position with the expectation that the candidate will be scheduled Monday ? Friday 5am-6pm MST and Saturday?s (once a month) 7am-4pm MST. Candidates can be located anywhere in the United States but must be comfortable working in the Mountain Standard Time Zone. Essential Functions: ? Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ? The Client Services Representative will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center ? 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 departments overall success and client satisfaction ? Maintain constructive relationships with customers and bring to the attention of the manager any issues/inquiries ? Works 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 Minimum Qualifications: ? High School Diploma/GED ? Generally, less than 2 years? experience in a related field ? Working knowledge of Microsoft Outlook, Word and Excel What We Look For (Preferred): ? College Degree ? Technical background