Technical Customer Care Specialist I (Dealertrack DMS AH)
New
J
JobgetherAutomotive Software
Fully remote work-from-home opportunity anywhere in the United States., Monday–Saturday, 5:00 AM–6:00 PM Mountain TimeFull-TimeEntry
Salary$16.59–$24.86, depending on location, experience, knowledge, skills, and abilities.
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Job Details
- Experience
- Generally less than 2 years of professional experience
- Required Skills
- SalesforceDocumentationCustomer serviceTroubleshootingTechnical supportCRM
Requirements
- High school diploma or GED.
- Generally less than 2 years of professional experience.
- Ability to troubleshoot and document issues involving system functionality and performance.
- Strong verbal and written communication skills.
- Strong problem-solving, interpersonal, and analytical skills.
- Excellent attention to detail.
- Ability to manage multiple competing priorities and open tickets.
- Ability to work independently while also collaborating effectively with a broader support team.
- Experience with CRM case management or Salesforce is preferred.
- Experience with interaction-distribution platforms such as Genesys PureCloud is a plus.
- Knowledge of the automotive industry and dealership technology is advantageous.
- Must be able to work flexible shifts including potentially fixed Saturday shifts.
Responsibilities
- Handle routine customer questions related to product usage and provide technical support for the Dealertrack product portfolio.
- Develop and maintain strong working knowledge of supported products, solutions, devices, and underlying platforms.
- Troubleshoot system performance and functionality issues, identify potential solutions, and clearly document findings.
- Accurately record customer information, interactions, troubleshooting steps, and resolutions in the CRM and ticketing system.
- Manage multiple open customer cases simultaneously while meeting established response-time, ticket-processing, and closure service levels.
- Follow up proactively on open issues to ensure customers receive timely updates and appropriate resolutions.
- Facilitate communication between the support team and other internal departments when additional expertise or assistance is required.
- Work assigned shifts and accommodate schedule changes, extended hours, overtime, and weekend coverage when required.
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