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Technical Support Specialist

2 months ago

Minneapolis, United States Cox Communications Full time

**Primary Location:** 3400 New Hyde Park Rd , North Hills , NY , US **Technical Support Specialist**

At Cox, were forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and were looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

Dealertrack, a Cox Automotive Brand, is currently hiring a Technical Support Specialist to join our Business Operations team in North Hills, NY.

The responsibilities of the Technical Support Specialist/Partner Support Analyst I include initial assessment, triage, research and resolution of incidents and requests regarding the use of application software products. They will also collect information through a customer conversation, accessing support tools and additional support staff (service resources) if needed. In addition, they will provide post-implementation technical support and either answer or coordinate escalation in a timely manner, own escalated issues and ensure a timely response across the organization.

**What Youll Do:**

* Troubleshoots day-to-day customer issues and provides direct support to clients by phone, email, and service desk tools.

* Provides first level post-implementation technical support and either answer or coordinate escalation in a timely manner. Creates a positive customer support experience and builds strong relationships through a deep understanding of the problem, ensuring timely resolution or escalation, communicating promptly on progress and handling customers in a professional manner.

* Analyzes and resolves incidents and requests regarding use of application software. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (development and infrastructure team) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.

* Prepares documentation for troubleshooting and escalation procedures.

* Expands general knowledge of current products, increasing ability to resolve requests on first contact

* Provides after hours and on-call support as needed.

* Collaborates with other teams and individual on best practices, internal tools, and process improvements to deliver high quality software in short cycles.

**Qualifications:**

**Who You Are:**

Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job. *(Reasonable accommodations for medical and religious objections will be considered.)*

High School Diploma/GED required

3years of relevant work experience

OR equivalent combination of education and experience

Preferred Qualifications:

* Proficient knowledge of HTML, XML and related technologies.

* Proven working experience with customers and customer support.

* Excellent written and oral communication and presentation skills and desire and ability to work in a collaborative, cross-functional team environment.

* Strong client-facing and communication skills.

* Advanced troubleshooting and multi-tasking skills.

* Ability to communicate technical information to users in non-technical, clear terms.

Who We Are

**About Cox Automotive**

Theres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

**About Cox**

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, .

Cox is an Equal Employment Opportunity employer All qualified applicants/employees will receive consideration for employment without regard to that individuals 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 characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

**Who We Are**

At Cox, we strive to provide the best customer service to our clients, every time. And, since youre so dedicated to our clients and customers, were dedicated to you in providing top-flight benefits and support.

Keep scrolling down to learn more.

**Benefits**

* Generous compensation plans

* MyTime: Flexible time off policies

* Free in-network womens healthcare

* Cox U: Thousands of free online classes

* Dollars for Ideas: Well pay for your continuing education

* Adoption assistance

* Home & Auto insurance

* Pet insurance for your fluffy loved ones

* Telehealth: Phone and video visits with a doctor in minutes

Tonya Wallace

Director of Agile Delivery I love that Cox gives engineers a voice. Ive seen workplaces where its more of a just sit there and code type of environment. Not here. They encourage communication and transparency. All teams have the ability to share ideas. Billy Mullner

Automotive Technician II One of the best things here are all the great benefits. ASE certifications are super important to me and I always like learning new things. Marco Valero

Manager of Software Engineering Cox leaders care about their employees career paths and help them grow into better professionals and members of the community. And I love that the company provides lots of training, challenging problems to solve, and opportunities to learn new technology and skills. Jarrod Baer

Portfolio Manager I enjoy my coworkers because of the unity we have. We share best practices and talk about how we can better our clients experience as well as our company. **Inclusion makes us stronger**

We thrive on what makes us different and celebrate each others unique abilities and perspectives. We embrace an inclusive culture of fairness and respect, value and belonging, empowerment and growth. No two employees look or think the same and we prefer it that way