Technical Customer Support Specialist

4 days ago

Atlanta, Georgia, United States Cox Full time
About the Role

Cox Automotive is seeking a Technical Customer Care Specialist II to provide exceptional technical support to our customers. As a key member of our team, you will be responsible for ensuring that all customers are satisfied with our products and services.

Key Responsibilities
  • Provide technical support to customers via phone, email, or online chat
  • Engage with customers to understand their product/service capabilities and operations
  • Train customers in standard operational procedures and provide coaching/expertise to resolve technical and procedural difficulties
  • Liaise with product, service delivery, and other teams to address unanticipated issues and situations
  • Research and troubleshoot customer requests, analyze needs, and determine problem sources
  • Resolve issues where possible, refer difficult and complex issues to internal technical experts, and/or refer issues to management
  • Document and report on customer inquiries, status, and resolution
  • Follow up with customers on issue status and resolution to ensure ongoing high levels of satisfaction
Requirements
  • High School Diploma/GED and 3 years of experience OR Any level degree or certification beyond HSD/GED and 1 year of experience OR 5 years of experience
  • Ability to work flexible work hours/schedule
  • Able to work independently and as a team to deliver on individual and business goals
  • Strong problem-solving capabilities
  • Strong technical troubleshooting skills
  • Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail
Preferred Requirements
  • Knowledge and experience of one or more of the following coding languages: SQL, Python, C#, Perl, HTML
  • 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
Compensation and Benefits

The hourly base pay rate is $28.80/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Additional paid time off is available in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

Cox is an Equal Employment Opportunity employer. We provide reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

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