Technical Customer Care Specialist I (XTIME)

Cox Automotive; Atlanta (GA); Remote; USD 23,000 - 34,000; Full time

Job summary

Cox Automotive is seeking a Technical Customer Care Specialist I to work remotely from anywhere in the United States. The role involves assisting clients via phone, email, chat and other channels to resolve application and product issues, with ongoing coaching and problem-solving support.

You will log customer data in CRM, coordinate with product and service teams, and provide timely follow-up and case communication.

Qualifications

• Troubleshoot and document issues related to system performance and functionality.
• Excellent verbal and written communication skills.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently as part of a team to meet goals.
• Willing to work extended hours, including weekends.

Responsibilities

• Handle routine customer questions relating to product usage via phone, email, chat.
• Provide technical support through to resolution for Cox Automotive suite products.
• Log customer information accurately in the CRM and coordinate with other departments.
• Communicate status updates to stakeholders and ensure timely issue resolution.

Skills

Troubleshooting

Verbal & Written Communication

Problem Solving

Interpersonal Skills

CRM Logging

Independent Work

Education

High School Diploma/GED

Tools

Salesforce CRM

Genesys PureCloud

Job description

This position is remote/work from home and can be located anywhere within the United States.

Schedule: Must be able to work any shift during business hours, currently Monday - Saturday, 6AM - 7PM CDT (hours subject to change to meet business needs, shifts may include a fixed Saturday schedule).

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.

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 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 16.59 - 24.86 per hour

Compensation:

Hourly pay rate is in the range of $16.59 - $24.86/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.

Application Deadline: 11/12/2026

EOE, including disability/vets