Lead Technical Client Srvc Rep

Draper, Utah
Dec 06, 2019
Account Management
Metro Area
Salt Lake City
Full Time

The Lead Technical Client Service Rep is responsible for identifying software deficiencies, creating training material and solutions for team member development as well as providing support through different channels of communication. You’re a great match if you possess fantastic troubleshooting and analytical skills, are driven to help customers and team members, and can dive deep into a product to learn it inside and out. This position will be the escalation point for a team of Technical Support II Reps.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to convey detailed information to the Product and Leadership teams regarding the system’s current function versus how it should be functioningTroubleshoot difficult problems with either the customer’s configuration, our software, or vendor integration points.Provide crisis management point of contact for all escalated customer issues and projects, especially in situations where customer satisfaction is at risk and special attention is needed to bring resolution.Exemplify subject matter expert level knowledge of Accounting, Payroll and Financial statements.Close interface with Product Teams to communicate product issues and reproduce complex customer scenarios.Provide one-on-one and group training to existing agents on issue resolution and best practices.Uses critical thinking and problem-solving skills to resolve a wide variety of issues.Ensure proper follow-up, even when a problem has not been resolved, to ensure customer is kept apprised of issue status.


Knowledge, Skills, and Abilities:

A high level of attention to detail.

Must be able to handle high stress situations and be able to solve complex problems

Ability to multitask and adapt easily to change.

At least 5 years of technical support experience.

Must have excellent client relationship building skills.

Experience communicating complex customer issues to product teams.

Ability to maintain positive attitude while working under pressure and strict timelines.

Must have excellent communication skills and an ability to write effectively and clearly.

Demonstrated ability to be self-motivated and driven.

Data analysis.


Supervisory Responsibility:

This position has no supervisory responsibilities.


Work Environment:

When managing calls remotely you must provide a quiet working environment with reliable internet. On assignment, must have the ability to travel to a major airport within 1 hour. This role routinely uses standard office equipment such as computers, phones, headsets, photocopiers, and fax machines.


Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.


While performing the duties of this job, the employee is regularly required to remain in a stationary position for extended periods of time, travel for extended periods of time by air and/or car with exposure to environmental conditions both inside and outside, communicate with clients in person as well as over the phone, and occasionally move about to operate office machinery such as computers, phones, headsets, photocopiers and fax machines.



No travel is expected for this position, however travel for this position is based solely on business need and may change at any time.



Required Education, License and Experience:

High School Diploma or GED required

2 years of related work experience

Working knowledge of Salesforce
and reports.

Working knowledge of MS Outlook, Word and Excel


Preferred Education, License and Experience:

College Degree

Salesforce experience


EEO Statement:

We provide equal employment opportunities to all qualified
persons and do not discriminate against applicants or team members because of
race, color, religion, sex, sex stereotyping, pregnancy, national origin,
ancestry, citizenship status, age, military or veteran status, mental or physical
disability, genetic information, medical condition, marital status, sexual
orientation, gender identity/expression and any other factor protected by law.


Other Duties:

Please note this job description is not designed to cover or
contain a comprehensive listing of activities, duties or responsibilities that
are required of the employee for this job. Duties, responsibilities and
activities may change at any time with or without notice.


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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