Technical Customer Care Specialist

About This Role

This role involves taking inbound calls, resolving technical issues related to Dealertrack's Dealer Management Software (DMS) application for dealership customers, and managing client inquiries via various communication methods. The specialist will ensure excellent customer service and maintain high delivery standards.

Responsibilities

• Professionally manage a variety of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS)
• Respond to client inquiries, troubleshoot and/or resolve product issues, and provide information to resolve client concerns
• Research technical problems with the aim of finding the best possible solution
• Work with internal team members via cases, phone, email and IM to escalate system and client issues
• Analyze data to resolve complex technical issues
• Use critical thinking and problem-solving skills to resolve a wide variety of issues
• Follow up with client requests in a timely manner
• Correctly document all work in a case system
• Manage escalation cases with professionalism and a focus on client satisfaction
• Mentor team members to improve the department's overall success and client satisfaction

Requirements

• High School Diploma or GED
• 2+ years of customer-facing experience in a fast-paced or service-driven environment
• Demonstrated strength in customer service with the ability to resolve issues independently
• Clear, professional communication skills - both verbal and written
• Strong organizational abilities, including managing multiple tasks and priorities
• Ability to analyze information and make sound decisions using critical thinking
• Tech-savvy with the ability to learn new systems quickly
• Professional, reliable, and able to maintain confidentiality
• Strong attention to detail with a focus on accuracy and follow-through
• Ability to meet deadlines and manage time effectively
• Experience interpreting data or using data to inform decisions (basic analysis)

Qualifications

• High School Diploma or GED required
• 2+ years of proven customer-facing experience in a fast-paced or service-driven environment

Nice to Have

• 1+ years relevant/related work experience
• Coding/programming experience with a tool such is Java

Skills

* Required skills

Benefits