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
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
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
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
Previous employment or contract experience with CAI Tech Support 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
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 I – Dealertrack DMS

Key skills