Technical Customer Care Specialist I (Dealertrack DMS)

Company

Compensation

​DealerTrack is looking for a Technical Customer Care Specialist to join our team. The Technical Customer Care Specialist will take inbound calls from our dealership customers and will answer client inquiries and resolve a variety of technical issues regarding the DealerTrack Dealer Management Software (DMS) application.

The Technical Customer Care Specialist will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center. Candidates who apply for this role are expected to provide clients the level of service that exceeds their expectations whilst maintaining DealerTrack’s DMS High Touch services delivery standards.

The department is open Monday – Friday 6 am – 6 pm Mountain Standard Time and will have a rotation for Saturdays (7am – 4 pm MST) and most holidays.

Shift: 9am-6pm MST. Candidates outside MT must adjust their hours to accommodate this schedule.

Preference will be given to qualified candidates who reside on the West Coast.

What You'll Do

• Professionally manage a variety of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS)

• Responsible for responding to client inquiries, troubleshooting and/or resolving product issues, and providing the information to resolve our clients’ concerns

• Research technical problems with the aim of finding the best possible solution

• Work with internal team members via cases, phone, email and IM to escalate system and client issues

• Analyze data to resolve complex technical issues

• Use critical thinking and problem-solving skills to resolve a wide variety of issues

• Follow up with client requests in a timely manner

• Correctly document all work in a case system

• Manage escalation cases with professionalism and a focus on client satisfaction

• Mentor team members to improve the departments overall success and client satisfaction

• Maintain constructive relationships with customers and bring to the attention of the manager any issues/inquiries

• Works on other projects as assigned by their Manager/Supervisor

• Attend training sessions to improve and/or maintain skill sets

• Maintain professionalism while working with clients, co-workers, and leadership

• Ability to work under pressure and against deadlines

• Ability to use discretion in managing confidential client data

• Ability to follow outlined processes and demonstrate good judgment

• Ability to work well independently and with a team

• Ability to analyze different types of data to draw conclusions

Qualifications:

Minimum-

• High School Diploma/GED

• Generally, less than 2 years of experience

• Previous customer service work experience

• Must possess strong customer service skills and client focus

• Excellent communication skills, both verbal and written

• Organizational skills

• Problem solving abilities

• Technical capacity

• Professionalism

• Attentiveness

• Critical thinking and problem solving

• Service delivery

• Meeting schedules and deadlines

• Data analysis

Preferred-

• 1+ years relevant/related work experience preferred

• Coding/programming experience with a tool such is Java is preferred.