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.
Handle routine customer questions relating to product usage, as well as technical support issues.
Maintains expert-level knowledge of Dealertrack Solutions and Products.
Develops and maintains strong technical expertise in Dealertrack products and those devices and platforms upon which the products function.
Accurately logs all customer information in the CRM customer ticketing system.
Adhere to corporate objectives for ticket processing and associated support service level agreements for response time and ticket closure.
Follow-up skills
Ability to handle and respond to multiple open issues
Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely.
Ability to work required shifts both independently and within a team organization.
Facilitate communication from Support Team to other departments as needed to complete Cases.

Minimum
High School Diploma/GED
Generally, less than 2 years of experience
Must be flexible to work any shift during business hours, currently Monday
Saturday, 7AM
8PM eastern time zone (hours subject to change to meet business needs)
Follow-up/follow-through skills required
Ability to handle and respond to multiple open issues
Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely
Strong Customer service skills required
Knowledge of various computer applications including experience with business support applications such as MS Office (Word, PowerPoint, and Excel) required
Excellent oral and written communication skills
Experience working in a team environment and assisting others as applicable
Requires attention to detail and the ability to adapt to change
Ability to type 40+ WPM
Preferred
Associate's degree or Technical Certification or equivalent work experience
Technical background preferred.

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, and parental leave.
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

Technical Customer Care Specialist I – Dealertrack DMS

Key skills