Technical Customer Care Specialist I

General Description

The Technical Customer Care Specialist will work directly with clients via Phone, E-mail, Chat and / or other electronic methods of communication to resolve their application and product issues. In addition, the Technical Customer Care Specialist will also be responsible for routine customer questions relating to product usage as well as technical support issues relating to the business’s suite of products. This role is responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards.

Specific Responsibilities

• Handle routine customer questions relating to product usage
• Provide technical support on issues through to resolution.
• Maintains expert-level knowledge of business processes and procedures
• Accurately log all customer information in the CRM tool
• Facilitate communication to other departments as needed to resolve client concerns
• Communicate with key stakeholders to identify and resolve inquiries.
• Provide proper follow- up to ensure customer is kept apprised of the issue status

Travel REQUIRED

• Minimum Travel Required  

Required Qualifications:

• High School Diploma/GED and generally less than 2 years' experience
• Ability to troubleshoot and document issues related to system performance and functionality.
• Excellent communication skills (Verbal and Written)
• Strong problem-solving/troubleshooting skills
• Strong interpersonal skills and attention to detail
• Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours
• Ability to work independently as a team to deliver on individual and business goals

PREFERRED QUALIFICATIONS

• 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.
• Automotive industry knowledge.

minimum requirements

• High School Diploma/GED and generally less than 2 years' experience