Technical Customer Care Specialist II (vAuto)

United States Digital Space LLC; United States; Remote; USD 28,000 - 41,000; Full time

Job summary

Cox Automotive in the United States is seeking a Technical Customer Care Specialist II to handle escalated technical support requests and serve as a care agent for an assigned product area.

The role requires strong problem-solving and troubleshooting skills, excellent communication, and the ability to work flexible hours remotely during EDT business hours. You will document inquiries and collaborate with cross-functional teams to ensure customer satisfaction.

Qualifications

• High School Diploma/GED plus 3 years' related experience.
• Alternative: any level degree/certification beyond HS diploma/GED with up to 1 year of related experience.
• Or 5 years' experience in related field.
• Ability to work flexible hours/schedule.
• Strong problem-solving capabilities and technical troubleshooting skills.
• Excellent verbal and written communication with strong interpersonal skills.

Responsibilities

• Handle incoming technical support requests escalated by front-line support.
• Serve as a care agent for an assigned customer base or product area.
• Respond to customer inquiries via telephone or online.
• Troubleshoot to determine problem source (hardware, software, user access).
• Resolve issues where possible and refer complex matters to internal experts or management.
• Document inquiries, status and resolution; follow up to ensure satisfaction.
• Build relationships with customer representatives and cross-functional teams.

Skills

Problem-solving

Technical troubleshooting

Communication

Flexible schedule

Independent and team work

Education

High School Diploma/GED

Related degree/certification

5 years experience in related field

Tools

SQL

XML

Salesforce

Genesys PureCloud

Job description

CompanyCox Automotive - USAJob Family GroupCustomer Care GroupJob ProfileTechnical Customer Care Specialist IIManagement LevelIndividual ContributorFlexible Work OptionCan work remotely anywhere in the specified countryTravel %NoWork ShiftVariableCompensationHourly base pay rate is $20.10 - $30.10/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.Job DescriptionThis is a fully remote position-must be able to work any shift during business hours, currently Monday- Saturday 8am-9pm EDT which may include fixed or rotational Saturdays (depending on business needs at the time)

SPECIFIC RESPONSIBLITIES:

• Handle incoming 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

• Documents and reports on customer inquiries, status and resolution.

• Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.

• Builds working relationships with customer representatives and with cross functional teams.

QUALIFICATIONS:Minimum-

• High School Diploma/GED and 3 years’ experience in a related field.

• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience;

• OR 5 years’ experience in a related field

• 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-

• Experience using SQL or XML to investigate and resolve complex customer issues by querying internal databases is strongly preferred.

• Ability to write and interpret SQL or XML to identify trends, troubleshoot data discrepancies, and support root cause analysis is strongly preferred.

• Strong analytical skills with the ability to translate SQL or XML results into actionable recommendations for support and product teams is strongly 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.

Drug TestingTo 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.BenefitsEmployees 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.About UsThrough 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.EOE, including disability/vetsApplicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.Application Deadline: 08/23/2026Originally posted on Himalayas