Handle incoming Dealertrack F&I technical support customer requests escalated by front-line support
Handle escalated issues from larger and diverse customer groups
Troubleshoot difficult problems with either the customer’s configuration, our software, or other vendor integration points
Escalates complex issues to more senior Technical Customer Cares team members and/or management
Provide crisis management point of contact for all escalated customer issues and projects, especially in situations where customer satisfaction is at risk
Work assigned through support CRM case queues, emails, online Messenger (Teams), phone calls, etc.
Maintain accurate documentation using support cases in CRM, defects, knowledge bases
Close interface with Engineering to communicate bug data and reproduce complex customer scenarios
Provide one-on-one and group training to existing agents on issue resolution
Ensure proper follow-up, even when a problem has not been resolved, to ensure the customer is kept apprised of the issue status
Participate in after-hours On-Call support for critical outages/issues

Minimum Bachelor's degree and 2 years of relevant work history OR 6 years relevant/related work experience with no degree
Experience in Automotive Leads (CRM), Credit Application processing, and Contracting functionality
At least one year of experience processing credit applications
Experience within the automotive and banking industry
A high level of attention to detail
An ability to troubleshoot technical issues varying from simple to very complex
Ability to multitask and adapt easily to change and multiple priority projects
Knowledge of common helpdesk and ticketing solutions, preferably Salesforce and Service Now
Must have excellent communication skills and an ability to write effectively and clearly
Experience communicating complex customer issues to others
Ability to mentor more junior team members on technical and business issues.

Health insurance (medical, dental, vision)
Paid time off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)
Retirement planning (401(k))
Ability to take as much vacation with pay as they deem consistent with their duties
Seven paid holidays throughout the calendar year
Paid wellness annually for their own wellness or that of family members
Bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave

Technical Customer Care Analyst II – Dealertrack F&I

Key skills