Technical Customer Care Specialist II; Homenet​/vAuto

Company:
Cox Automotive

Job Family Group Customer Care Group Job Profile Technical Customer Care Specialist II Management Level Individual Contributor Flexible Work Option: can work remotely anywhere in the specified country. Travel %:
No Work Shift. Variable Compensation:
Hourly base pay rate is $20.10 - $30.10/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

This is a fully remote position—must be able to work any shift during business hours, currently Monday‑Saturday 8am‑9pm EDT with rotational Saturdays (depending on business needs at the time).

• Handle incoming technical support customer requests escalated by front‑line support.
• Serve as a customer care agent for an assigned customer base or product area.
• Respond to customer inquiries received via telephone or online.
• Answer routine to moderately complex questions, following established procedures.
• Research and troubleshoot customer requests, analyze needs and determine problem source (i.e., hardware, software, user access), resolve issues where possible, refer difficult and complex issues to internal technical experts or to management, document issues for future reference.
• Document and report on customer inquiries, status, and resolution.
• Follow up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
• Build working relationships with customer representatives and with cross‑functional teams.

• Minimum:
  High School Diploma/GED and 3 years’ experience in a related field.
• Alternate qualification: any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience.
• Alternate: 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 communication skills (verbal and written), with strong interpersonal skills and attention to detail.
• Preferred:
  Experience using SQL or XML to investigate and resolve complex customer issues by querying internal databases, ability to write and interpret SQL or XML to identify trends, troubleshoot data discrepancies, and support root cause analysis, strong analytical skills to translate results into actionable recommendations.
• 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.

To be employed in this role you must 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 possession, use or being under the influence of illegal drugs is prohibited.

• Minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.
• Additional paid time off in the form of 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)).
• Paid days off including sick leave, parental leave, flexible vacation/wellness days, and/or PTO.

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.

EOE, including disability/vets. Applicants must currently be 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.