Remote New

Technical Customer Care Specialist I (VinSolutions/Xtime)

Cox
parental leave, paid time off, paid holidays
United States, Texas, Houston
Jul 12, 2025
Provides technical customer support to ensure that all customers are satisfied with the products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery and other teams to help address unanticipated issues and situations. This is a (location specific) fully remote position-must be able to work any shift during business hours currently: Shift Schedule: Each employee will be scheduled based upon business need, but the general hours are Mon-Fri 6am-8pm CDT, Saturday 8am-6pm CDT Saturdays are either on rotation or permanent (depending on business need at the time) The Technical Customer Care Specialist I will: Work directly with clients via phone, email, chat and/or other electronic methods of communication to resolve their application and product issues Will be responsible for routine customer questions relating to product usage within VinSolutions or Xtime support Provide support for technical issues relating to the Cox Automotive suite of products Responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards Your role: Handle routine customer questions relating to product usage Provide technical support on issues through to resolution. Maintains expert-level knowledge of line of business processes and procedures Accurately log all customer information in the CRM tool Facilitate communication to other departments as needed to resolve client concerns Communicate with key stakeholders to identify and resolve inquiries. Provide proper follow- up to ensure customer is kept apprised of the issue status Minimum Qualifications: High School Diploma/GED Generally, less than 2 years of experience Ability to troubleshoot and document issues related to system performance and functionality. Excellent communication skills (Verbal and Written) Strong problem-solving/troubleshooting skills Strong interpersonal skills and attention to detail Ability to accommodate extended hours, flexible work schedule, and work overtime as needed, including weekend hours Ability to work independently as a team to deliver on individual and business goals What We Look For (Preferred): Displays strong dependability and reliability. Ability to handle multiple, competing priorities and deliver results in a fast-paced environment. CRM case logging/Salesforce experience Experience with interaction distribution systems such as Genesys Pure Cloud. Automotive industry knowledge. USD 16.15 - 24.23 per hour Compensation: Hourly base pay rate is $16.15 - $24.23/hour. The hourly base rate may vary within the anticipated 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 commission (annual, monthly, etc.) and/or an incentive program. Benefits: Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. 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, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.