Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Technical Customer Care Analyst II Management Level Individual Contributor Flexible Work Option No remote option; must work at a specified Cox location Travel % No Work Shift Day Compensation Compensation includes a base salary of $58,400.00 - $87,600.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Job Description The Technical Customer Care Analyst 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. Primary duties & Key Responsibilities Provide proactive application and technical support for Manheim Digital Concierge and Next Inspect mobile app 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 Manheim Digital 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. Required Experience & Specialized Knowledge and skills BS/BA in related discipline and 2 years work related experience 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. Drug Testing To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited. Benefits The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave. About Us Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. 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. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Cox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.