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Cox Enterprises · 15 hours ago

Technical Customer Care Specialist II (vAuto)

United States

Full-time

Remote

Mid Level

$20.10/hr - $30.10/hr

3+ years exp

Cox Automotive is transforming the way the world buys, owns, and sells cars. They are seeking a Technical Customer Care Specialist II to provide technical customer support and ensure customer satisfaction with their products and services.

AdvertisingBroadcastingDigital MediaTelecommunications

Growth Opportunities

No H1B

Responsibilities

Handle incoming technical support customer requests escalated by front-line support

Serves as a customer care agent for an assigned customer base or product area

Responds to customer inquiries received via telephone or online

Answers routine to moderately complex questions, following established procedures

Researches and troubleshoots customer requests, analyzes needs and:

Determines problem source (i.e., hardware, software, user access)

Resolves issues where possible

Refers difficult and complex issues to internal technical experts, and/or

Refers issues to management, documents issues for future

Documents and reports on customer inquiries, status and resolution

Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction

Builds working relationships with customer representatives and with cross functional teams

Qualification

Technical troubleshootingSQLCRM case loggingAnalytical skillsDependabilityHandle prioritiesCommunication skillsProblem-solvingInterpersonal skillsAttention to detail

Required

High School Diploma/GED and 3 years' experience in a related field

OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience

OR 5 years' experience in a related field

Ability to work flexible work hours/schedule

Able 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 to investigate and resolve complex customer issues by querying internal databases is strongly preferred

Ability to write and interpret SQL queries to identify trends, troubleshoot data discrepancies, and support root cause analysis is strongly preferred

Strong analytical skills with the ability to translate SQL query results into actionable recommendations for support and product teams is strongly preferred

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

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.

Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

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).