Technical Support Operations Coordinator

Location
Atlanta, Georgia
Salary
competitive
Posted
Apr 15, 2019
Metro Area
Atlanta
Duration
Full Time
Job
Description
:




The Technical Support Operations Coordinator serves as
a critical member of the support team, working closely with operations leadership
and multiple internal departments to ensure RMS is delivering overall superior
service and support to our customers.  You
must be a self-starter that embraces an ever changing and demanding work environment.  You are curious and quick to learn, always
looking for ways to improve.  Strong organizational and interpersonal skills will be necessary to succeed.






General
Responsibilities
:



 

Operations

  • Continuous
    tracking of defects following escalation to internal teams and third-parties; provide
    status updates to the support team
  • Collaborate
    with product and technology to ensure defects are triaged and resolved in a
    manner that meets our contractual SLAs. 
  • Assist
    with case assignments, ensuring a balanced and appropriate work load across
    team members
  • Conduct
    monthly quality assurance checks on case management procedures; communicate
    results in an effective manner
  • Review
    support trends/productivity to identify areas for improvements
  • Provide
    weekly updates to management on all priority defects












 

Other

  • Maintain
    an in-depth understanding of RMS and Cox Automotive products and support
    protocols
  • Perform
    other support and operational tasks/projects as required




 

Qualifications:
  • B.S.
    in Computer Science or closely related field from a four-year college or
    university highly desired
  • Preferred 2+ years Tier 2/3
    enterprise-level technical and application 
    support experience
  • Prior
    project management experience preferred
  • An understanding of the role of
    Service Level Agreements (SLAs) within an IT environment.
  • Sound analytical, organizational
    and planning skills and the ability to achieve multiple team and customer
    objectives independently and in a deadline-sensitive fashion
  • Outstanding communication skills,
    both verbal and written
  • Ability to work independently but
    with a team-focused approach within multi-disciplinary teams and quickly adapt
    to job requirements changing on an ad hoc basis
  • Total commitment to quality and
    attention to detail
  • Enthusiasm
    for product knowledge acquisition

About Cox Automotive

Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com

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.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

 

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