Experienced Technical Customer Care Specialist I - Dealertrack DMS - Remote Call Center Representative for Innovative Automotive Software Solutions

Job Overview

The Technical Customer Care Specialist I position is a remote call center role that requires you to answer client inquiries and resolve a variety of technical issues related to the Dealertrack Dealer Management Software (DMS) application. As a key member of our team, you will be responsible for providing top-notch service to our clients, troubleshooting technical problems, and finding solutions to complex issues. If you're passionate about delivering exceptional customer service, have a technical background, and are looking for a challenging and rewarding role, we want to hear from you.

Key Responsibilities

• Manage a variety of interactions with clients via phone, email, and other methods of communication, supporting the DMS technical call center
• Professionally manage a range of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS)
• Respond to client inquiries, troubleshoot and/or resolve product issues, and provide information to resolve client concerns
• Research technical problems to find the best possible solution, using critical thinking and problem-solving skills to resolve complex issues
• Collaborate with internal team members via cases, phone, email, and IM to escalate system and client issues
• Analyze data to resolve complex technical issues and draw conclusions from different types of data
• Follow up with client requests in a timely manner, ensuring that all issues are resolved efficiently and effectively
• Correctly document all work in a case system, maintaining accurate and up-to-date records
• Mentor team members to improve the department's overall success and client satisfaction, sharing knowledge and expertise to drive excellence
• Maintain constructive relationships with customers, bringing any issues or inquiries to the attention of the manager
• Work on other projects as assigned by the Manager/Supervisor, demonstrating flexibility and a willingness to adapt to changing priorities
• Attend training sessions to improve and/or maintain skill sets, staying up-to-date with the latest technologies and industry trends

Essential Qualifications

To be successful in this role, you will need:

• A High School Diploma/GED
• Less than 2 years' experience in a related field, although more experience is welcome
• Working knowledge of Microsoft Outlook, Word, and Excel
• Excellent communication and interpersonal skills, with the ability to work well with clients, co-workers, and leadership
• Strong problem-solving and critical thinking skills, with the ability to analyze complex technical issues and find creative solutions
• Ability to work under pressure and against deadlines, maintaining a calm and professional demeanor in fast-paced environments
• Ability to use discretion in managing confidential client data, maintaining confidentiality and adhering to data protection policies

Preferred Qualifications

While not essential, the following qualifications are preferred:

• A College Degree, preferably in a technical or related field
• Technical background, with experience in software support, technical customer service, or a related field
• Experience working with Dealer Management Software (DMS) or similar applications
• Knowledge of automotive industry trends and technologies

Skills and Competencies

To excel in this role, you will need to demonstrate the following skills and competencies:

• Technical skills: proficiency in Microsoft Office, particularly Outlook, Word, and Excel, as well as experience with technical software applications
• Communication skills: excellent verbal and written communication skills, with the ability to articulate complex technical information in a clear and concise manner
• Problem-solving skills: strong problem-solving and critical thinking skills, with the ability to analyze complex technical issues and find creative solutions
• Time management skills: ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment
• Teamwork and collaboration: ability to work effectively with internal team members, external clients, and stakeholders to achieve common goals

Career Growth Opportunities and Learning Benefits