Job Information
COX CORPORATE SERVICES INC. Technical Customer Care Specialist I (XTIME) in SALT LAKE CITY, Utah
The Technical Customer Care Specialist will work directly with clients via Phone, E-mail, Chat and / or other electronic methods of communication to resolve their application and product issues. In addition, the Technical Customer Care Specialist will also be responsible for routine customer questions relating to product usage within Xtime, as well as technical support issues relating to the Cox Automotive suite of products. This role is responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards.
This is a REMOTE role that is LOCATION SPECIFIC: The individual can work remotely but needs to be within a commutable distance (25 miles or less) to one of the following Cox Automotive hub locations:
6405 Metcalf Ave Bldg #3 Suite 400
Overland Park, KS
224 Valley Creek Blvd Suite 400
Exton, PA
1 Howard St.
Burlington, VT
6305 Peachtree Dunwoody Rd. Bldg B
Atlanta, GA
13693 S. 200 W
Draper UT
This position-must be able to work any shift during business hours.
Schedule: Fixed Saturday schedule - will work 5 days per week to INCLUDE fixed SATURDAYS. Sunday and one other weekday off which could vary. To be scheduled anytime within business hours, currently 6am-7pm CST based on business needs)
Provides technical customer support to ensure that all customers are satisfied with the 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. Liaises with product, service delivery and other teams to help address unanticipated issues and situations.
The Technical Customer Care Specialist I will:
Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues
Will be responsible for routine customer questions relating to product usage within Xtime support
Provide support for technical issues relating to the Cox Automotive suite of products
Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards
Your role:
Handle routine customer questions relating to product usage
Provide technical support on issues through to resolution
Maintains expert-level knowledge of line of business processes and procedures
Accurately log all customer information in the CRM tool
Facilitate communication to other departments as needed to resolve client concerns
Communicate with key stakeholders to identify and resolve inquiries.
Provide proper follow- up to ensure customer is kept apprised of the issue status
Minimum Qualifications:
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
What We Look For... For full info follow application link.
Cox is an Equal Employment Opportunity employer. All qualif ied applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other char cteristic protected by law.