Technical Customer Care Specialist II (Homenet/vAuto)

This is a fully remote position-must be able to work any shift during business hours, currently Monday- Saturday 8am-9pm EDT with rotational Saturdays (depending on business needs at the time)

SPECIFIC RESPONSIBLITIES:

• Handle incoming technical support customer requests escalated by front-line support.

• Serves as a customer care agent for an assigned customer base or product area.

• Responds to customer inquiries received via telephone or online.

• Answers routine to moderately complex questions, following established procedures.

• Researches and troubleshoots customer requests, analyzes needs and:

• Determines problem source (i.e., hardware, software, user access),

• Resolves issues where possible,

• Refers difficult and complex issues to internal technical experts, and/or

• Refers issues to management, documents issues for future

• Documents and reports on customer inquiries, status and resolution.

• Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.

• Builds working relationships with customer representatives and with cross functional teams.

QUALIFICATIONS:
Minimum-

• High School Diploma/GED and 3 years’ experience in a related field.

• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience;

• OR 5 years’ experience in a related field

• Ability to work flexible work hours/schedule.

• Able to work independently and as a team to deliver on individual and business goals

• Strong problem-solving capabilities

• Strong technical troubleshooting skills

• Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.

Preferred-

• Experience using SQL or XML to investigate and resolve complex customer issues by querying internal databases is strongly preferred.

• Ability to write and interpret SQL or XML to identify trends, troubleshoot data discrepancies, and support root cause analysis is strongly preferred.

• Strong analytical skills with the ability to translate SQL or XML results into actionable recommendations for support and product teams is strongly preferred.

• Displays strong dependability and reliability

• Ability to handle multiple competing priorities and deliver results in a fast-paced environment.

• CRM case logging/Salesforce experience

• Experience with interaction distribution systems such as Genesys Pure Cloud.