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Technical Customer Care Specialist II (Remote)

Vitu · United States · 3 days ago
RemoteRemoteOTHR$22–$24/hrFull-time

About the role

Vitu is transforming the way vehicles, businesses, government, and drivers interact with one another through Vehicle-to-Government (V2Gov) technology. The Technical Customer Care Specialist II provides technical customer support to ensure customer satisfaction with Vitu’s products and services. This role engages with customers to clarify product and service capabilities, trains them on standard operational procedures, and offers coaching to resolve technical and procedural difficulties. The Specialist liaises with product, service delivery, and other teams to address unanticipated issues.

Responsibilities

  • Handle incoming technical support requests escalated by front-line support for an assigned customer base or product area.
  • Respond to customer inquiries via telephone or online, addressing routine to moderately complex questions following established procedures.
  • Research and troubleshoot customer requests by:
    • Determining problem source (e.g., hardware, software, user access).
    • Resolving issues where possible.
    • Referring difficult and complex issues to internal technical experts or management.
    • Documenting issues for future reference.
  • Follow up with customers on issue status and resolution to ensure high levels of satisfaction.
  • Document and report on customer inquiries, status, and resolution.
  • Build working relationships with customer representatives and cross-functional teams.

Requirements

  • High School Diploma/GED and 3 years of experience OR any level degree or certification beyond HSD/GED and 1 year of experience OR 5 years of experience.
  • Ability to work flexible hours/schedule.
  • Able to work independently and as part of a team to meet individual and business goals.
  • Strong problem-solving capabilities and technical troubleshooting skills.
  • Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.

Preferred Qualifications

  • 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 GoTo and support tools like Zendesk, Freshdesk, Salesforce, or similar platforms.
  • Familiarity with CRM systems and ticketing software.

Pay

The hourly rate range for this position is $22–24. The final pay will be determined by factors including location, education, experience, training, and skills.

Benefits

  • Comprehensive healthcare coverage for you and your family (Medical, Dental, & Vision).
  • Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA).
  • Generous PTO.
  • Pet Insurance.
  • Retirement Planning.
  • ID Theft Insurance.
  • Life and Disability Insurance.
  • Commuter Benefits.
  • Accident & Hospital, Critical Illness Insurance.
  • Tuition Reimbursement.

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