Technical Support Specialist II
- Full Time
Technical Support Specialist II serves as a primary point of contact for
customer escalations, providing technical, deployment and other general
assistance to customers and internal stakeholders. You are a self-starter that embraces an
ever changing and demanding work environment.
You have a technology background and are seeking to grow your skills and
knowledge base. You are curious and
quick to learn, always looking for ways to improve. Strong interpersonal and communications
skills will be necessary to succeed.
- Provide proactive application
and technical support for RMS end users, which includes performing detailed
investigations to identify root causes/fixes for complex issues
- Work directly with clients and
internal teams to troubleshoot and resolve issues in a timely manner
- Document, route, track, escalate
and update customers, as well as RMS management, on status of issues as
- Utilize tools and systems
proficiently to document activity and effectively troubleshoot and resolve
- Ensure customer satisfaction
through outstanding customer service and high-quality responses
- Build rapport and elicit problem
details from non-technical or technical customers
- Support other requests as
required, including dealer interaction and internal reporting and analysis
- Maintain regular interactions
with technology and program teams to manage fixes for production service issues
- Perform system testing as a
final validation before release to customer
- Effectively prioritize and
escalate customer issues as required
- Maintain an in-depth
understanding of RMS’ products and support protocols
- Perform other support and
operational tasks as required
- Participate in weekend on-call
rotation for critical issues escalation
- BS/BA in related discipline or
equivalent combination of education and work-related experience required.
- 3+ years Tier 2/3
enterprise-level technical and application support experience preferred
- Prior project management
- 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
- Ability to sit or stand for
prolonged periods of time.
- 0-15% Travel
- Off-hours, on-call support may
- Requires physical ability and
mental acuity to execute the duties of the position successfully within
required timeframes in order to meet business requirements.
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.