Technical Customer Care Specialist I (Dealertrack DMS)

Key Responsibilities

• Handle routine customer questions relating to product usage, as well as technical support issues
• Maintains expert-level knowledge of Dealertrack Solutions and Products
• Develops and maintains strong technical expertise in Dealertrack products and those devices and platforms upon which the products function
• Accurately logs 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
• Follow-up skills
• Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely
• 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

• 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

Compensation

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.

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.