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
Handle incoming Dealer.com 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
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.

High School Diploma/GED and 3 years-experience OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years-experience
Ability to work flexible work hours/schedule
Strong problem-solving capabilities
Strong technical troubleshooting skills
Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail
Experience troubleshooting HTML and CSS issues including layout, styling, and cross-browser compatibility strongly preferred
Experience implementing diverse troubleshooting methodologies to diagnose and resolve complex technical website issues strongly preferred
Ability to analyze data discrepancies and perform root cause analysis, to drive accurate issue resolution strongly 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.

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, and 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)

Technical Customer Care Specialist II

Key skills