[Remote] Technical Customer Care Analyst II (Dealertrack F&I)

Note: The job is a remote job and is open to candidates in USA. Cox Automotive is a leading company in transforming the automotive experience for drivers and dealers. They are seeking a Technical Customer Care Analyst II to manage escalated customer incidents, provide technical support, and mentor junior team members while ensuring high levels of customer satisfaction.


Responsibilities

  • 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 and special attention is needed to bring resolution
  • 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

Skills

  • 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 is required
  • 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
  • Ability to maintain a positive attitude while working under pressure and strict timelines
  • 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
  • Knowledge of CRM solutions is preferred
  • Network troubleshooting / HTTP protocol, DNS, SSL
  • Experience supporting mobile devices such as IOS and Android
  • Previous on-call experience is a plus
  • Experience with Splunk preferred

Benefits

  • The flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations
  • Seven paid holidays throughout the calendar year
  • Up to 160 hours of paid wellness annually for their own wellness or that of family members
  • 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)

Company Overview

  • Cox Enterprises is a communications, media, and automotive services company. It was founded in 1898, and is headquartered in Atlanta, Georgia, USA, with a workforce of 10001+ employees. Its website is http://coxenterprises.com.

    • Back to blog

    Common Interview Questions And Answers

    1. HOW DO YOU PLAN YOUR DAY?

    This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

    2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

    When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

    3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

    Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

    4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

    With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

    5. HOW DO YOU PROCESS INFORMATION?

    Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

    6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

    Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

    7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

    Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

    8. HOW TO PRIORITIZE WORK?

    The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

    9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

    Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

    10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

    This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...