Technical Customer Care Specialist II

Candidates must reside in one of the following locations to be considered : Kansas Missouri Ohio Georgia Texas Burlington, VT 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. A preferred skill for candidates is to have knowledge and experience in one of the following coding languages : SQL, Python, C#, Perl, HTML. Your role : Handle incoming [Business Unit] 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. Minimum Requirements : 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. 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 Requirements : Knowledge and experience of one or more of the following coding languages : SQL, Python, C#, Perl, HTML 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. USD 19.18 - 28.80 per hour Compensation : Hourly base pay rate is $19.18 - $28.80 / 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 program. Benefits : Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also 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, and COVID-19 vaccination leave. About Cox Automotive At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today! About Cox Cox empowers employees to build a better future and has

Salary : $19 - $29