Technical Customer Care Specialist I – Dealertrack DMS

Role Overview

• The Technical Customer Care Specialist I will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center
• 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
• Facilitate communication from Support Team to other departments as needed to complete Cases

Requirements

• Minimum
• High School Diploma/GED
• Generally, less than 2 years of experience
• Must be flexible to work any shift during business hours
• Follow-up/follow-through skills required
• 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
• Strong Customer service skills required
• Knowledge of various computer applications including experience with business support applications such as MS Office (Word, PowerPoint, and Excel) required
• Excellent oral and written communication skills
• Experience working in a team environment and assisting others as applicable
• Requires attention to detail and the ability to adapt to change
• Ability to type 40+ WPM
• Preferred
• Previous employment or contract experience with CAI Tech Support preferred.
• Associate's degree or Technical Certification or equivalent work experience
• Technical background preferred

Benefits

• Employees are eligible to receive a minimum of sixteen hours of paid time off every month
• Seven paid holidays throughout the calendar year
• Eligible for 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)