Technical Customer Care Specialist I (Dealertrack DMS AH)

Accountabilities:

• • Handle routine customer questions related to product usage and provide technical support for the Dealertrack product portfolio.
  • Develop and maintain strong working knowledge of supported products, solutions, devices, and underlying platforms.
  • Troubleshoot system performance and functionality issues, identify potential solutions, and clearly document findings.
  • Accurately record customer information, interactions, troubleshooting steps, and resolutions in the CRM and ticketing system.
  • Manage multiple open customer cases simultaneously while meeting established response-time, ticket-processing, and closure service levels.
  • Follow up proactively on open issues to ensure customers receive timely updates and appropriate resolutions.
  • Facilitate communication between the support team and other internal departments when additional expertise or assistance is required.
  • Work independently with limited supervision while contributing effectively to team objectives and overall business goals.
  • Maintain productivity, accuracy, and professionalism while handling a high volume of customer interactions and support cases.
  • Work assigned shifts and accommodate schedule changes, extended hours, overtime, and weekend coverage when required.

  Requirements:

  • High school diploma or GED required.
  • Generally less than 2 years of professional experience, making this a strong opportunity for an early-career candidate.
  • Ability to troubleshoot and document issues involving system functionality and performance.
  • Strong verbal and written communication skills, with the ability to explain technical information clearly to customers.
  • Strong problem-solving, troubleshooting, interpersonal, and analytical skills.
  • Excellent attention to detail and ability to maintain accurate case documentation.
  • Ability to manage multiple competing priorities and open tickets while meeting deadlines and service-level expectations.
  • Demonstrated dependability, reliability, and ability to work productively in a fast-paced environment.
  • Ability to work independently while also collaborating effectively with a broader support team.
  • Experience with CRM case management or Salesforce is preferred.
  • Experience with interaction-distribution platforms such as Genesys PureCloud is a plus.
  • Knowledge of the automotive industry and dealership technology is advantageous.
  • Must be able to work flexible shifts during current business hours of Monday–Saturday, 5:00 AM–6:00 PM Mountain Time, with schedules subject to business needs and potentially including a fixed Saturday shift.
  • Must be authorized to work in the United States without current or future employer sponsorship.

  Benefits:

  • Fully remote work-from-home opportunity anywhere in the United States.
  • Hourly base pay of $16.59–$24.86, depending on location, experience, knowledge, skills, and abilities.
  • Potential eligibility for additional compensation, including commissions and/or incentive programs.
  • Minimum of 16 hours of paid time off per month.
  • Seven paid holidays annually.
  • Additional paid leave opportunities, including parental, bereavement, military, jury duty, voting, and volunteer leave.
  • Potential access to medical, dental, and vision healthcare benefits.
  • Retirement planning options, including a 401(k).
  • Opportunities to build technical support, customer service, product, and automotive technology expertise.
  • Collaborative environment with opportunities for professional development and career growth.