Technical Customer Care Analyst II

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Technical Customer Care Analyst II

Management Level

Individual Contributor

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $58,400.00 - $87,600.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

The Technical Customer Care Analyst II will be on a team of Senior Escalation and Technical Support Analysts whose primary responsibility is to facilitate the investigation, communication, and resolution of escalated customer incidents that cannot be resolved by the front-line Support Team.  This position reports to the Supervisor or Manager, Technical Customer Care role, and has a peer team of Technical Customer Care Analysts. The Technical Customer Care Analyst II is a mentor for the Technical Customer Care Analyst I position. The Technical Customer Care Analyst interacts with all levels of clients and colleagues throughout Retail Support as well as product, engineering, business readiness, program management, implementations, sales, and performance management. The Support Team works in an open environment to encourage the best possible client service by allowing open communication and collaboration between colleagues.  This position requires significant interpersonal work and computer usage as well as frequent phone and videoconferences. Hours worked may vary due to the shift schedule of the department.

What You’ll Do

• Handle incoming Partner Support technical support customer requests escalated by front-line support.
• Handle escalated issues from larger and diverse customer groups.
• Troubleshoot difficult problems with either the customer’s configuration, our software, or other vendor integration points.
• Escalates complex issues to more senior Technical Customer Cares team members and/or management.
• Provide crisis management point of contact for all escalated customer issues and projects, especially in situations where customer satisfaction is at risk and special attention is needed to bring resolution.
• Work assigned through support CRM case queues, emails, online Messenger (Teams), phone calls, etc.
• Maintain accurate documentation using support cases in CRM, defects, knowledge bases.
• Close interface with Engineering to communicate bug data and reproduce complex customer scenarios.
• Provide one-on-one and group training to existing agents on issue resolution.
• Ensure proper follow-up, even when a problem has not been resolved, to ensure customer is kept apprised of the issue status.
• Provide occasional after-hours support for critical outages/issues.

What’s In It For You 

At Cox, we reward your hard work with meaningful benefits. 

First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars! 

We value people more than technology. That means you’ll work within a culture and with a team that values your leadership, your experience, your contributions, and you – yes, you – as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day.  We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so. 

We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You’ll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more. 

Who You Are 

Minimum

• Bachelor’s degree in a related discipline.  The right candidate could also have a different combination, such as 4 years’ experience in a related field. 
• 2-4 years of Partner Support technical support experience.
• A high level of attention to detail.
• An ability to troubleshoot technical issues varying from simple to very complex.
• Ability to multitask and adapt easily to change and multiple priority projects.
• Ability to maintain a positive attitude while working under pressure and strict timelines.
• Knowledge of common helpdesk and ticketing solutions, preferably Salesforce.
• Must have excellent communication skills and an ability to write effectively and clearly.
• Experience communicating complex customer issues to others.
• Ability to mentor more junior team members on technical and business issues.
• At least 2 years of Partner Support technical support experience.

Preferred 

• Expertise with APIs and data interchange formats such as JSON, XML.
• Linux (or UNIX) and Windows experience, with comfort at command line levels. 
• Application-level development experience with Linux, Windows, OS-X, iOS and/or Android will be a plus.
• Knowledge of CRM solutions.
• Network troubleshooting / HTTP protocol, DNS, SSL.
• Experience supporting mobile devices such as IOS and Android.
• Expertise with mail protocols and mail server behaviors.
• Experience with HTML and/or PHP.
• Previous on-call experience a plus.
• Scripting knowledge (Bash, etc.) a plus.

Drug Testing

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off 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.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at 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, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified 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 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.

Application Deadline: 11/03/2024 Apply