Customer Care Specialist II

Vitu; Northern (KY); Hybrid; USD 30,000 - 31,000; Full time

Benefits offered by this job

Healthcare Coverage

HSA/FSA

Generous PTO

Pet Insurance

Retirement Planning

ID Theft Insurance

Life and Disability Insurance

Accident & Hospital, Critical Illness

Tuition Reimbursement

Job summary

Vitu is seeking a Technical Customer Care Specialist II to provide expert technical support for our V2Gov platform in a remote capacity. You will guide customers through product capabilities, document inquiries, and collaborate with product and service teams to address issues.

Responsibilities include handling escalated technical requests, troubleshooting hardware and software problems, and ensuring high levels of customer satisfaction through clear communication and timely follow-up.

Qualifications

• High School Diploma/GED with 3 years' experience, or any higher degree/certification beyond HSD/GED with 1 year experience, or 5 years' experience.
• Ability to work flexible work hours/schedule.
• Able to work independently and as a team to deliver on goals.
• Strong problem-solving capabilities.
• Strong technical troubleshooting skills.
• Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.

Responsibilities

• Handle incoming [Business Unit] technical support customer requests escalated by front-line support.
• Serve as a customer care agent for an assigned customer base or product area.
• Respond to customer inquiries received via telephone or online.
• Answer routine to moderately complex questions, following established procedures.
• Research and troubleshot customer requests, analyzes needs and determines problem source (hardware, software, user access).
• Resolve issues where possible and refer complex issues to internal experts or management.

Skills

Strong problem-solving

Technical troubleshooting

Excellent communication

Independent and team player

Flexible hours

Customer focus

Education

High School Diploma or GED

Any higher degree or certification

5 years experience

Tools

GoTo

Zendesk

Freshdesk

Salesforce

Job description

Technical Customer Care Specialist II (Remote)

As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact with one another.

Vitu provides innovative, cutting-edge services to the motor vehicle industry. Our namesake solution manages titling and registration transactions in all 50 states and across multiple locations — all on one platform. With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the Vitu platform is reimagining how drivers, businesses and governments interact with vehicles. Vitu has offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia.

Job Summary

The Technical Customer Care Specialist II provides technical customer support to ensure that all customers are satisfied with the acquired company's 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.

Key Responsibilities

• Handle incoming [Business Unit] technical support customer requests escalated by front-line support.
• Serves as a customer care agent for an assigned customer base or product area.
• Responds to customer inquiries received via telephone or online.
• Answers routine to moderately complex questions, following established procedures.
• Researches and troubleshoots customer requests, analyzes needs and:
• Determines problem source (i.e.,hardware, software, user access)
• Resolves issues where possible
• Refers difficult and complex issues to internal technical experts, and/or
• Refers issues to management, documents issues for future
• Follow up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
• Documents and reports on customer inquiries, status and resolution.
• Builds working relationships with customer representatives and with cross functional teams

Minimum Qualifications and Experience

• High School Diploma/GED and 3 years-experience OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years-experience
• Ability to work flexible work hours/schedule.
• Able to work independently and as a team to deliver on individual and business goals
• Strong problem-solving capabilities
• Strong technical troubleshooting skills
• Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.

Preferred

• Ability to handle multiple competing priorities and deliver results in a fast-paced environment.
• Experience with interaction distribution systems such as GoTo and support tools like Zendesk, Freshdesk, Salesforce, or similar platforms.
• Familiarity with CRM systems and ticketing software.

Compensation

The hourly rate range for this position is: $21.50-$22.50

The final pay for this position will be determined by multiple factors including, but not limited to, location, education, experience, training and skills.

At Vitu, our engaged workforce is the key to our success. We are committed to creating a positive, inclusive, and motivating environment where employees feel valued, connected, and empowered. We have an Employee first culture and foster a collaborative environment where innovation, creativity, diverse ideas and opinions are valued. We value each team member and ensure they have the opportunity to grow and contribute to the success of our organization.

• Healthcare Coverage for you and your family covering Medical, Dental & Vision
• Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
• Generous PTO
• Pet Insurance
• Retirement Planning
• ID Theft Insurance
• Life and Disability Insurance
• Accident & Hospital, Critical Illness Insurance
• Tuition Reimbursement

Vitu is an Equal Employment Opportunity Employer. We value diversity and are dedicated to providing an equal and inclusive working environment. We are committed to providing an environment that is free from discrimination and harassment. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, gender identity, ethnicity, national origin or ancestry, disability, marital status, veteran status or any other category protected by applicable federal, state or local law. Vitu is committed to providing reasonable accommodations when requested by an applicant or employee with disabilities, unless such accommodations would cause undue hardship.