Technical Customer Care Specialist I (Dealertrack DMS AH)

Accountabilities: Handle routine customer questions related to product usage and provide technical support for the Dealertrack product portfolio.

Develop and maintain strong working knowledge of supported products, solutions, devices, and underlying platforms.

Troubleshoot system performance and functionality issues, identify potential solutions, and clearly document findings.

Accurately record customer information, interactions, troubleshooting steps, and resolutions in the CRM and ticketing system.

Manage multiple open customer cases simultaneously while meeting established response-time, ticket-processing, and closure service levels.

Follow up proactively on open issues to ensure customers receive timely updates and appropriate resolutions.

Facilitate communication between the support team and other internal departments when additional expertise or assistance is required.

Work independently with limited supervision while contributing effectively to team objectives and overall business goals.

Maintain productivity, accuracy, and professionalism while handling a high volume of customer interactions and support cases.

Work assigned shifts and accommodate schedule changes, extended hours, overtime, and weekend coverage when required.

Requirements:

High school diploma or GED required.

Generally less than 2 years of professional experience, making this a strong opportunity for an early-career candidate.

Ability to troubleshoot and document issues involving system functionality and performance.

Strong verbal and written communication skills, with the ability to explain technical information clearly to customers.

Strong problem-solving, troubleshooting, interpersonal, and analytical skills.

Excellent attention to detail and ability to maintain accurate case documentation.

Ability to manage multiple competing priorities and open tickets while meeting deadlines and service-level expectations.

Demonstrated dependability, reliability, and ability to work productively in a fast-paced environment.

Ability to work independently while also collaborating effectively with a broader support team.

Experience with CRM case management or Salesforce is preferred.

Experience with interaction-distribution platforms such as Genesys PureCloud is a plus.

Knowledge of the automotive industry and dealership technology is advantageous.

Must be able to work flexible shifts during current business hours of Monday–Saturday, 5:00 AM–6:00 PM Mountain Time, with schedules subject to business needs and potentially including a fixed Saturday shift.

Must be authorized to work in the United States without current or future employer sponsorship.

Benefits:

Fully remote work-from-home opportunity anywhere in the United States.

Hourly base pay of $16.59–$24.86 , depending on location, experience, knowledge, skills, and abilities.

Potential eligibility for additional compensation, including commissions and/or incentive programs.

Minimum of 16 hours of paid time off per month .

Seven paid holidays annually.

Additional paid leave opportunities, including parental, bereavement, military, jury duty, voting, and volunteer leave.

Potential access to medical, dental, and vision healthcare benefits.

Retirement planning options, including a 401(k).

Opportunities to build technical support, customer service, product, and automotive technology expertise.

Collaborative environment with opportunities for professional development and career growth.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

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