Technical Customer Care Specialist II (vAuto)

Accountabilities

• • Handle incoming technical support requests escalated from frontline customer care teams, serving as a technical resource for an assigned customer base or product area.
  • Respond to customer inquiries through telephone and online channels, addressing routine to moderately complex technical questions according to established procedures.
  • Research, troubleshoot, and analyze customer issues to determine whether the underlying cause involves hardware, software, user access, data, or other technical factors.
  • Resolve issues within the scope of the role and escalate complex or unresolved cases to appropriate technical experts or management.
  • Use available technical resources and, where applicable, SQL or XML queries to investigate customer issues, identify data discrepancies, recognize trends, and support root-cause analysis.
  • Document customer inquiries, troubleshooting steps, issue status, and resolutions accurately to support knowledge sharing and future issue resolution.
  • Follow up with customers to communicate progress and confirm successful resolution while maintaining high standards of customer satisfaction.
  • Build effective working relationships with customer representatives, technical specialists, and cross-functional teams.
  • Manage multiple priorities in a fast-paced support environment while maintaining accuracy, responsiveness, and service quality.
  • Contribute actionable insights from technical investigations to support and product teams and help improve customer-facing solutions and processes.

  Requirements

  • High School Diploma/GED with at least 3 years of relevant experience, or an equivalent combination of education, certifications, and experience; candidates with a different combination of education and experience may also be considered.
  • Demonstrated experience in technical customer support, troubleshooting, customer care, or a related field.
  • Strong technical troubleshooting and problem-solving abilities, with the capacity to diagnose issues methodically and determine appropriate resolutions or escalation paths.
  • Strong verbal and written communication skills, interpersonal abilities, attention to detail, and a customer-focused approach.
  • Ability to work independently while collaborating effectively with technical, customer care, and cross-functional teams.
  • Availability to work flexible shifts during business hours, currently Monday through Saturday from 8:00 a.m. to 9:00 p.m. Eastern Time, including fixed or rotating Saturdays based on business needs.
  • Strongly preferred: experience using SQL or XML to query internal databases, investigate complex customer issues, troubleshoot data discrepancies, identify trends, and support root-cause analysis.
  • Strongly preferred: ability to translate SQL or XML findings into practical recommendations for support and product teams.
  • Experience with CRM case-management tools such as Salesforce and interaction-distribution platforms such as Genesys PureCloud is advantageous.
  • Demonstrated dependability, reliability, organization, and ability to manage competing priorities while consistently delivering results.
  • Must be currently authorized to work in the United States without current or future employer sponsorship.

  Benefits

  • Compensation: $20.10–$30.10 per hour, with the actual rate determined by factors such as location, knowledge, skills, and experience.
  • Potential eligibility for additional compensation, including commissions and/or incentive programs.
  • Fully remote work within the United States.
  • Flexible scheduling, with shifts supporting business hours Monday through Saturday.
  • At least 16 hours of paid time off per month.
  • Seven paid holidays each calendar year.
  • Additional paid leave options, including bereavement, voting, jury duty, volunteer, military, and parental leave.
  • Healthcare options may include medical, dental, and vision coverage.
  • Retirement planning through a 401(k) program.
  • Additional paid time off and wellness/flexible vacation benefits may be available.
  • Collaborative, technology-focused work environment with opportunities for professional growth and development.
  • Pre-employment drug screening is required; marijuana is not currently included in the pre-employment screening for this position.