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Technical Support Specialist

Cox Automotive


Location:
Lee's Summit, MO
Date:
09/20/2017
2017-09-202017-10-19
Job Code:
1713792
Cox Automotive
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Job Details

Company Cox Automotive
Title: Technical Support Specialist
JobID: 1713792
Category: Information Technology
Industry: Cox Automotive
Job Type: Full-time

Description

The Support Engineer will work directly with customers to resolve their application and product issues.  This position requires self-initiative, ownership, excellent listening skills, and motivation to provide exceptional customer service from inception to resolution for each issue.  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. 

As a Support Engineer, you will provide technical support to customers using telephone and email while ensuring the quality and reliability of the information provided.  Occasionally, these issues will not only be technical in nature, but will also be politically charged situations requiring the highest level of customer skill.

Responsibilities include:

  • As a Support Engineer you will represent Xtime in customer communication via phone and email to assist customers in resolving technical issues
  • Demonstrate strong interpersonal and communication skills, while working with diverse audiences
  • Exhibit personal responsibility, accountability, and teamwork
  • 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
  • Ensure proper follow-up, even when a problem has not been resolved, to ensure customer is kept apprised of issue status
  • Maintain strong working knowledge of released products


Qualifications

  • Minimum 3 years previous customer service or phone support experience
  • Minimum 3 years previous experience in the technical support field
  • 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
  • Ability to provide support using phone, email, web meetings, and/or remote desktop tools to solve customer issues
  • Ability to analyze, troubleshoot and provide evidence of issues related to systems interaction, networking, and application behavior
  • Associates Degree or Technical Certification required or commensurate work experience
 

Preferred skills:

  • Experience using web developer tools to troubleshoot website problems.  Ex: Chrome, IE, Firefox, and etc
  • Experience with ZenDesk or SalesForce
  • Experience supporting mobile devices such as IOS and Android
  • Experience supporting a CRM system



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®, Dealer.com®, 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 www.coxautoinc.com.



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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