Customer Care Specialist

Job Description: Overall Expectations:

Our Dealer Support Team makes things more than right for our clients. On our team, technical aptitude is important, but so is a great attitude, a collaborative spirit, and a curious mind. Support Analysts provide strategic site configuration and technical support for the Dealer.com client base.

This support includes resolving issues, answering questions, providing training, and working to drive value for our clients. Support Analysts spend most of their time working with clients and collaborating with their teams to troubleshoot problems and develop scalable solutions. Core Competencies for this role include:

Unrelenting client focus Action oriented Resilience Confidence Situational adaptability Resourcefulness Interpersonal savvy PRIMARY DUTIES AND RESPONSIBILITES Responsibilities: Provide exceptional service to both internal stakeholders and external clients Manage the expectations of demanding clients to deliver high quality results in a timely fashion. Process client requests from varying inbound channels.

Including both phone and email. Perform root cause analysis. Document processes and resolutions.

Develop extensive knowledge of DDC products and services. Learn and utilize DDC support tools, processes and procedures. Assist with additional special projects as assigned.

Follow and adhere to all Support policies, including call and case-handling practices. Provide feedback on current practices to Support leadership. Demonstrate flexibility to work any of the Support shifts including but not limited to a rotating Saturday shift Other duties as assigned Reporting Relationships and Contacts:

Support Analyst will report directly to a Supervisor and is expected to effectively work both independently and in a team environment. This position interacts directly with Dealer.com clients and partners as well as internally with team members, managers and leaders within the Dealer Support organization. In addition, this position collaborates with other partner teams such as, Performance Management, Implementation and Advanced Support teams.

This position does not supervise any other positions. Working Conditions: The DDC Support Team works in an open environment to encourage the best possible service by allowing open communication and collaboration from co-workers.

This position requires some phone work and constant computer usage. Hours worked may vary due to the shift schedule of the department. The ability to work on-call after hours and/or weekend daytime shifts may be required.

Job Requirements:Knowledge and Skills Requirements: What We Look For: Bachelor s degree preferred 2-3 years of technical support experience a plus Demonstrated ability to provide world class service and entice our clients to become raving fans of Dealer.com Working knowledge of HTML, CSS, Bootstrap and broad website concepts Strong analytical skills and data-driven thinking Excellent written and verbal communication skills Strong troubleshooting software systems and applications Strong teambuilding skills with demonstrated problem solving abilities Able to resolve client issues efficiently, effectively, and expeditiously in an independent manner Self-directed, driven, and enthusiastic Ability to multi-task and perform in a fast-paced environment. Preferred: Experience with one or more of the following (not required) Troubleshooting methodologies HTML Email theory Networking Data Analysis DNS Browser configuration Flash Java Mac, Windows, iOS Remote app support