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Sr Technical Client Services Representative

Cox Automotive

Lee's Summit, MO
Job Code:
Cox Automotive
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Job Details

Company Cox Automotive
Title: Sr Technical Client Services Representative
JobID: 1719492
Category: Information Technology
Industry: Cox Automotive
Job Type: Full-time


The Sr Technical Client Srvc Rep is a technical leader and trusted advisor to IT Professionals.  Your technical and interpersonal skills are critical to the success of the customer’s perception of value of Xtime’s CRM and other products. 

Troubleshooting at this level is not scripted. You will ensure all incoming customer issues are resolved by serving as an escalation point for Support Engineers, high priority tickets, and other escalated technical issues.  Occasionally, these issues will not only be technical in nature, but will also be politically charged situations requiring the highest level of customer skill.   During the course of troubleshooting, you may uncover software defects which will need to be researched and documented for presentation to development. 

Responsibilities include:

  • As a Sr Technical Client Srvc Rep you will represent Xtime in customer communication via phone and email to assist customers in resolving technical issues
  • Exhibit leadership through personal responsibility, accountability and teamwork
  • Handle escalated support requests from Support Engineers
  • Troubleshoot difficult problems with either the customer’s configuration, our software, or other vendor integration points
  • Provide one-on-one training to new and existing customers as needed while working on support tickets
  • Identify / resolve issues that prevent users from utilizing our software to its maximum capability
  • Ensure proper follow-up, even when a problem has not been resolved, to ensure customer is kept apprised of issue status
  • Exhibit leadership through personal responsibility, accountability and teamwork
  • Maintain strong working knowledge of released products


  • Minimum 5 years previous customer service or phone support experience
  • Minimum 5 years experience in the technical support field
  • Minimum of 2 years experience as an escalation point for others
  • Must have excellent communication skills and an ability to write effectively and clearly
  • Experience supporting online products and services
  • Ability to work with customers to understand/resolve problems who may not have technical skills
  • Using all tools available (phone, email, web meetings, remote desktop tools) to solve customer issues
  • Ability to analyze, troubleshoot and provide evidence of issues related to systems interaction, networking, and application behavior

About Cox Automotive


Cox Automotive is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, retail, financial and wholesale solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. The Cox Automotive family includes Autotrader®,®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®, VinSolutions®, Xtime®, incadea® and a host of other brands. With a complete and connected view of the automotive ecosystem, Cox Automotive is a global company connecting people, cars and capabilities with services that link the automotive value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more information about Cox Automotive, visit


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.

Organization: Cox Automotive

Primary Location: US-MO-Lees Summit-777 NW Blue Parkway

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing
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