[Remote] Technical Customer Care Analyst II (Dealertrack F&I)

Note: The job is a remote job and is open to candidates in USA. Cox Automotive is a leading company in transforming the automotive experience for drivers and dealers. They are seeking a Technical Customer Care Analyst II to manage escalated customer incidents, provide technical support, and mentor junior team members while ensuring high levels of customer satisfaction.

Responsibilities

• Handle incoming Dealertrack F&I technical support customer requests escalated by front-line support
• Handle escalated issues from larger and diverse customer groups
• Troubleshoot difficult problems with either the customer’s configuration, our software, or other vendor integration points
• Escalates complex issues to more senior Technical Customer Cares team members and/or management
• Provide crisis management point of contact for all escalated customer issues and projects, especially in situations where customer satisfaction is at risk and special attention is needed to bring resolution
• Work assigned through support CRM case queues, emails, online Messenger (Teams), phone calls, etc
• Maintain accurate documentation using support cases in CRM, defects, knowledge bases
• Close interface with Engineering to communicate bug data and reproduce complex customer scenarios
• Provide one-on-one and group training to existing agents on issue resolution
• Ensure proper follow-up, even when a problem has not been resolved, to ensure the customer is kept apprised of the issue status
• Participate in after-hours On-Call support for critical outages/issues

Skills

• Bachelor's degree and 2 years of relevant work history OR 6 years relevant/related work experience with no degree
• Experience in Automotive Leads (CRM), Credit Application processing, and Contracting functionality is required
• At least one year of experience processing credit applications
• Experience within the automotive and banking industry
• A high level of attention to detail
• An ability to troubleshoot technical issues varying from simple to very complex
• Ability to multitask and adapt easily to change and multiple priority projects
• Ability to maintain a positive attitude while working under pressure and strict timelines
• Knowledge of common helpdesk and ticketing solutions, preferably Salesforce and Service Now
• Must have excellent communication skills and an ability to write effectively and clearly
• Experience communicating complex customer issues to others
• Ability to mentor more junior team members on technical and business issues
• Knowledge of CRM solutions is preferred
• Network troubleshooting / HTTP protocol, DNS, SSL
• Experience supporting mobile devices such as IOS and Android
• Previous on-call experience is a plus
• Experience with Splunk preferred

Benefits

• The flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations
• Seven paid holidays throughout the calendar year
• Up to 160 hours of paid wellness annually for their own wellness or that of family members
• Additional paid time off in the form of bereavement leave
• Time off to vote
• Jury duty leave
• Volunteer time off
• Military leave
• Parental leave
• Health care insurance (medical, dental, vision)
• Retirement planning (401(k))
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

Company Overview