Technical Customer Care Specialist 1

Company: Cox Automotive - USA Job Family Group: Customer Care Group Job Profile: Customer Care Specialist I Management Level: Individual Contributor Travel %: No Work Shift: Day (United States of America) Job Description: Dealer.Com a Cox Automotive Brand is looking to add a new member on their Technical Customer Care Specialist team. This position reports directly to a Supervisor and is expected to effectively work both independently and in a team environment. This position interacts directly with Dealer.com clients and partners as well as internally with team members, managers and leaders within the Dealer Support organization. In addition, this position collaborates with other partner teams such as, Performance Management, Implementation and Advanced Support teams. Our Dealer Support Team makes things more than right for our clients. On our team, technical aptitude is important, but so is a great attitude, a collaborative spirit, and a curious mind. This is a fully remote, work from home opportunity. The hours of operation are Mon-Saturday 8:00 AM - 8:00 PM EST. Shifts will be determined based on business needs, Saturdays are expected to be worked every 6th week. Core Competencies for this role include: Unrelenting client focus Action oriented Resilience Confidence Situational adaptability Resourcefulness Interpersonal savvy Primary Duties and Responsibilities: Provide exceptional service to both internal stakeholders and external clients Manage the expectations of demanding clients to deliver high quality results in a timely fashion. Process client requests from varying inbound channels. Including both phone and email. Perform root cause analysis. Document processes and resolutions. Develop extensive knowledge of DDC products and services. Learn and utilize DDC support tools, processes and procedures. Assist with additional special projects as assigned. Follow and adhere to all Support policies, including call and case-handling practices. Provide feedback on current practices to Support leadership. Demonstrate flexibility to work any of the Support shifts including but not limited to a rotating Saturday shift. Other duties as assigned Qualifications: Minimum High School Diploma/GED Generally, less than 2 years of experience Demonstrated ability to provide world class service and entice our clients to become “raving fans” of Dealer.com Strong analytical skills and data-driven thinking Excellent written and verbal communication skills Strong troubleshooting software systems and applications Strong teambuilding skills with demonstrated problem solving abilities Able to resolve client issues efficiently, effectively, and expeditiously in an independent manner Self-directed, driven, and enthusiastic Ability to multi-task and perform in a fast-paced environment. Preferred Bachelor’s degree preferred 2-3 years of technical support experience a plus Customer relationship management (CRM) Cloud based telephony systems Troubleshooting methodologies HTML CMS Bootstrap Email theory Networking Data Analysis DNS Browser configuration Mac, Windows, iOS Remote app support Drug Testing: To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited. About Us: Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Cox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.