The Technical Customer Care Specialist I 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
Ability to troubleshoot and document issues related to system performance and functionality
Excellent communication skills (Verbal and Written)
Strong problem-solving/troubleshooting skills
Strong interpersonal skills and attention to detail
Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours
Ability to work independently as a team to deliver on individual and business goals
Preferred
Displays strong dependability and reliability
Ability to handle multiple, competing priorities and deliver results in a fast-paced environment
CRM case logging/Salesforce experience
Experience with interaction distribution systems such as Genesys Pure Cloud
Automotive industry knowledge

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))
Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

Technical Customer Care Specialist I – Dealertrack DMS Fixed Ops

Key skills