Technical Customer Care Specialist II (HomeNet)
New
C
Cox AutomotiveAutomotive technology
Can work remotely anywhere in the specified country, Monday- Saturday 8am-9pm EDTFull-TimeMiddle
SalaryHourly base pay rate is $20.10 - $30.10/hour. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
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Job Details
- Experience
- High School Diploma/GED and 3 years’ experience in a related field. OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; OR 5 years’ experience in a related field
- Required Skills
- SQLSalesforceProblem SolvingCustomer support
Requirements
- Have a high school diploma/GED and 3 years’ experience in a related field; alternatively, have a related degree or certification beyond high school/GED and up to 1 year of experience, or 5 years’ experience in a related field.
- Be able to work flexible work hours and schedules.
- Work independently and as part of a team to deliver individual and business goals.
- Demonstrate strong problem-solving capabilities and technical troubleshooting skills.
- Have excellent verbal and written communication, interpersonal skills, and attention to detail.
- SQL or XML experience investigating and resolving complex customer issues by querying internal databases is strongly preferred.
- Be able to write and interpret SQL or XML to identify trends, troubleshoot data discrepancies, and support root cause analysis; this is strongly preferred.
- Use SQL or XML results to develop actionable recommendations for support and product teams; this is strongly preferred.
- CRM case logging/Salesforce experience is preferred.
- Experience with interaction distribution systems such as Genesys Pure Cloud is preferred.
- Be able to work any shift during business hours, currently Monday through Saturday, 8am–9pm EDT, potentially including fixed or rotational Saturdays.
Responsibilities
- Handle incoming technical support customer requests escalated by front-line support.
- Serve as a customer care agent for an assigned customer base or product area.
- Respond to customer inquiries received via telephone or online.
- Answer routine to moderately complex questions using established procedures.
- Research and troubleshoot customer requests, identify problem sources, and resolve issues where possible.
- Refer complex issues to internal technical experts or management and document them for future reference.
- Document and report customer inquiries, status, and resolution.
- Follow up with customers on issue status and resolution.
- Build working relationships with customer representatives and cross-functional teams.
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