RoleHunter

Job description

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).

Key Responsibilities

  • The Technical Customer Care Specialist will be responsible for routine customer questions relating to product usage, as well as technical support issues relating to the Dealertrack family of products

  • 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

  • Ability to handle and respond to multiple open issues

  • Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely

  • Ability to 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-

  • 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.