Technical Customer Care Specialist II (Autotrader)

Technical Customer Support Representative

Provides technical customer support to ensure that all customers are satisfied with the acquired company's products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery and other teams to help address unanticipated issues and situations. This is a remote role that is location specific : the individual can work remotely but needs to be near any of the 4 listed locations and the successful candidate must live within 25 miles of their selected location. Must be able to work any shift during business hours, currently Monday through Saturday 8am-8pm EDT (hours subject to change to meet business needs).

Kansas 5700 Broadmoor St # 600 Mission, KS 66202 Vermont 1 Howard St Burlington, VT 05401 Utah 3693 S 200 W Suite 600 Draper UT 84020 Georgia 6305 Peachtree Dunwoody Rd Bldg. B Atlanta, GA 30328

Specific Responsibilities :

• Handle incoming technical support customer requests escalated by front-line support.
• Serves as a customer care agent for an assigned customer base or product area.
• Responds to customer inquiries received via telephone or online.
• Answers routine to moderately complex questions, following established procedures.
• Researches and troubleshoots customer requests, analyzes needs and :
• Determines problem source (i.e., hardware, software, user access)
• Resolves issues where possible
• Refers difficult and complex issues to internal technical experts, and / or
• Refers issues to management, documents issues for future
• Documents and reports on customer inquiries, status and resolution.
• Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
• Builds working relationships with customer representatives and with cross functional teams.
Qualifications :
• Minimum :
• High School Diploma / GED and 3 years' experience in a related field.
• OR the right candidate could also have a different combination, such as any level degree / certification beyond a HS diploma / GED in a related discipline and up to 1 year of experience;
• OR 5 years' experience in a related field.
• Ability to work flexible work hours / schedule.
• Able to work independently and as a team to deliver on individual and business goals
• Strong problem-solving capabilities
• Strong technical troubleshooting skills
• Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.
• 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.

Compensation : Hourly base pay rate is $19.57 - $29.38 / 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.

Cox is an Equal Employment Opportunity employer. All qualified applicants / employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.