Technical Customer Care Specialist I (Dealertrack DMS AH)

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, 5AM - 6PM MDT (hours subject to change to meet business needs; shifts may include fixed Saturday schedule).

Responsibilities

• Handle routine customer questions relating to product usage, as well as technical support issues relating to the Dealertrack family of products.
• Maintain expert-level knowledge of Dealertrack Solutions and Products.
• Develop and maintain strong technical expertise in Dealertrack products and those devices and platforms upon which the products function.
• Accurately log all customer information in the CRM customer ticketing system.
• Adhere to corporate objectives for ticket processing and associated support service level agreements for response time and ticket closure.
• Demonstrate strong follow-up skills and ability to handle and respond to multiple open issues.
• Able to work independently with little direction, multi-task, and handle various tickets at once while being extremely productive and timely.
• Work required shifts both independently and within a team organization.
• Facilitate communication from Support Team to other departments as needed to complete cases.

Qualifications

• Minimum: 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.

Preferred Qualifications

• 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.

Pay

Hourly pay rate is in the range of $16.59 - $24.86/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.

Benefits

• Eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.
• Additional paid time off for bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.