Technical Customer Care Specialist ; XTIME

This position is remote/work from home and can be located anywhere within the United States.

Schedule:
Must be able to work any shift during business hours, currently Monday - Saturday, 6AM - 7PM CDT (hours subject to change to meet business needs, shifts may include a fixed Saturday schedule).

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.

• Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues
• Will be responsible for routine customer questions relating to product usage within Xtime 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

• Handle routine customer questions relating to product usage
• Provide technical support on issues through to resolution
  
  Maintains 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 customer is 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.