Partner Support Analyst I

Location
Grapevine, Texas
Salary
competitive
Posted
Nov 22, 2019
Specialty
Account Management
Metro Area
Dallas
Duration
Full Time
F&I Express, a Cox Automotive company, is currently looking for a Partner
Support Analyst I
to join our Partner Services team in Grapevine,
Texas.



 



The responsibilities of the Partner
Support Analyst I include initial assessment, triage, research and resolution
of incidents and requests regarding the use of our Express Recoveries platform
support financial institutions. They will also collect information through a
customer conversation, accessing support tools and additional support staff
(service resources) if needed. In addition, they will provide
post-implementation technical support and either answer or coordinate
escalation in a timely manner, own escalated issues and ensure a timely
response across the organization.



 



Responsibilities:




Troubleshoots day-to-day customer issues and provides
direct support to clients by phone, email and service desk tools.
Provides first level post-implementation technical
support and either answer or coordinate escalation in a timely manner.
Creates a positive customer support experience and
builds strong relationships through a deep understanding of the problem,
ensuring timely resolution or escalation, communicating promptly on
progress and handling customers in a professional manner.
Analyzes and resolves incidents and requests regarding
use of application software. Logs and tracks incidents and requests from
identification through resolution.
Follows up with other support staff (development and
infrastructure team) involved in resolution to ensure incidents are
resolved, requests are filled, and the customer communication is complete.

Documents resolutions and updates self-help and staff
knowledge bases.
Prepares documentation for troubleshooting and
escalation procedures.
Expands general knowledge of current products,
increasing ability to resolve requests on first contact
Provides after hours and on-call support as needed.
Collaborates with other teams and individual on best
practices, internal tools and process improvements to deliver high quality
software in short cycles.
Work with partner client to ensure timely and accurate
partner setup, answering questions and ensure all required documents are
received to conduct systems testing prior to launch date.
Coordinate and complete systems training with all partner
clients. Assist as needed after launch to provide a positive transition
period for partner clients.




Qualifications:




Bachelor's degree or equivalent
combination of education and experience required.
Proven working experience with customers and customer
support.
Excellent written and oral communication and
presentation skills and desire and ability to work in a collaborative,
cross-functional team environment.
Strong client-facing and communication skills.
Advanced troubleshooting and multi-tasking skills.
Ability to communicate technical information to users
in non-technical, clear terms.


 




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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