Technical Support Specialist II

Location
Atlanta, Georgia
Salary
competitive
Posted
Jan 06, 2020
Metro Area
Atlanta
Duration
Full Time
The
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
    required
  • Utilize tools and systems
    proficiently to document activity and effectively troubleshoot and resolve
    issues
  • 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
    requests
  • 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
























Qualifications:
  • 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
    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
  • Ability to sit or stand for
    prolonged periods of time.
  • 0-15% Travel
  • Off-hours, on-call support may
    apply
  • 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.

 

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