Provides technical customer support to ensure that all customers are satisfied with the acquired company's products and services
Engages with customers to ensure understanding of product/service capabilities and operations
Trains customers in standard operational procedures and provides coaching/expertise to help resolve technical and procedural difficulties
Handle incoming dealer.com technical support customer requests escalated by front-line support
Serves as a customer care agent for an assigned customer base or product area
Responds to customer inquiries received via telephone or online
Researches and troubleshoots customer requests, analyzes needs
Builds working relationships with customer representatives and with cross-functional teams

High School Diploma/GED and 3 years-experience OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years-experience
Ability to work flexible work hours/schedule
Strong problem-solving capabilities
Strong technical troubleshooting skills
Excellent communication skills (verbal and written)
Experience troubleshooting HTML and CSS issues strongly preferred
CRM case logging/Salesforce experience
Experience with interaction distribution systems such as Genesys Pure Cloud

Employees are eligible to receive a minimum of sixteen hours of paid time off every month
Seven paid holidays throughout the calendar year
Additional paid time off in the form of bereavement leave
Time off to vote
Jury duty leave
Volunteer time off
Military leave
Parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))

Technical Customer Care Specialist II

Key skills