Technical Customer Care Specialist ; Dealertrack FI

This is a Call Center position where most of troubleshooting is over the phone. The Technical Support Specialist will work directly with customers via phone and email to resolve their application and product issues. This position requires self‑initiative, ownership, excellent listening skills, and motivation to provide exceptional customer service from inception to resolution for each issue. Your technical and interpersonal skills are critical to success in this position.

This role is remote but the individual must be located within a 25‑mile commutable distance of one of the following Cox Automotive hub locations:

• 6240 Sprint Pkwy, Overland Park, KS
• 224 Valley Creek Blvd Suite 400, Exton, PA
• 1 Howard St., Burlington, VT
• 6305 Peachtree Dunwoody Rd. Bldg B, Atlanta, GA
• 13693 S. 200 W, Draper UT

Provides technical customer support to ensure that all customers are satisfied with the products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery and other teams to help address unanticipated issues and situations.

Each employee will be scheduled based upon business need, but the general hours are Monday‑Friday anywhere from 7am‑7pm CST with rotational Saturdays 8am‑5pm CST.

• Work directly with clients via phone, email, chat, and other electronic methods of communication to resolve their application and product issues.
• Handle routine customer questions relating to product usage within Vin Solutions support.
• Provide support for technical issues relating to the Cox Automotive suite of products.
• Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards.
• Provide technical support on issues through to resolution.
• Maintain expert‑level knowledge of line‑of‑business processes and procedures.
• Accurately log all customer information in the CRM tool.
• Facilitate communication to other departments as needed to resolve client concerns.
• Communicate with key stakeholders to identify and resolve inquiries.
• Provide proper follow‑up to ensure customers are kept apprised of the issue status.

• High School Diploma/GED.
• Generally less than 2 years of experience.
• Ability to troubleshoot and document issues related to system performance and functionality.
• Excellent communication skills (verbal and written).
• Strong problem‑solving/troubleshooting skills.
• Strong interpersonal skills and attention to detail.
• Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours.
• Ability to work independently as a team to deliver on individual and business goals.

• Displays strong dependability and reliability.
• Ability to handle multiple, competing priorities and deliver results in a fast‑paced environment.
• CRM case logging/Salesforce experience.
• Experience with interaction distribution systems such as Genesys Pure Cloud.
• Automotive industry knowledge.

Hourly pay rate is in the range of $16.59 to $24.86 per hour. The base rate may vary within this range based on the location of the position and the candidate's knowledge, skills, and abilities. Position may also be eligible for additional compensation such as commission or incentive programs.

Employees are eligible for a minimum of sixteen hours of paid time off every month and seven paid holidays each year. Additional paid time off is available for bereavement leave, voting, jury duty leave, volunteer time off, military leave, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

EOE, including disability/vets.