[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

  • Cox Enterprises is a communications, media, and automotive services company. It was founded in 1898, and is headquartered in Atlanta, Georgia, USA, with a workforce of 10001+ employees. Its website is http://coxenterprises.com.

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