This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Customer Care Specialist II (vAuto) based in the United States.
This fully remote role provides advanced technical support to customers using automotive technology solutions.
You will investigate escalated issues, identify root causes, and deliver timely, accurate resolutions.
The position combines customer care, technical troubleshooting, data analysis, and cross-functional collaboration.
You will work with customers and internal technical teams to resolve moderately complex issues and improve service quality.
The role offers an opportunity to apply SQL or XML skills to investigate data discrepancies and support root-cause analysis.
Success requires strong communication, analytical thinking, reliability, and the ability to work independently in a fast-paced environment.
The position operates on a flexible shift schedule supporting customers Monday through Saturday during business hours.
Accountabilities
- Handle incoming technical support requests escalated from frontline customer care teams, serving as a technical resource for an assigned customer base or product area.
- Respond to customer inquiries through telephone and online channels, addressing routine to moderately complex technical questions according to established procedures.
- Research, troubleshoot, and analyze customer issues to determine whether the underlying cause involves hardware, software, user access, data, or other technical factors.
- Resolve issues within the scope of the role and escalate complex or unresolved cases to appropriate technical experts or management.
- Use available technical resources and, where applicable, SQL or XML queries to investigate customer issues, identify data discrepancies, recognize trends, and support root-cause analysis.
- Document customer inquiries, troubleshooting steps, issue status, and resolutions accurately to support knowledge sharing and future issue resolution.
- Follow up with customers to communicate progress and confirm successful resolution while maintaining high standards of customer satisfaction.
- Build effective working relationships with customer representatives, technical specialists, and cross-functional teams.
- Manage multiple priorities in a fast-paced support environment while maintaining accuracy, responsiveness, and service quality.
- Contribute actionable insights from technical investigations to support and product teams and help improve customer-facing solutions and processes.
Requirements
- High School Diploma/GED with at least 3 years of relevant experience, or an equivalent combination of education, certifications, and experience; candidates with a different combination of education and experience may also be considered.
- Demonstrated experience in technical customer support, troubleshooting, customer care, or a related field.
- Strong technical troubleshooting and problem-solving abilities, with the capacity to diagnose issues methodically and determine appropriate resolutions or escalation paths.
- Strong verbal and written communication skills, interpersonal abilities, attention to detail, and a customer-focused approach.
- Ability to work independently while collaborating effectively with technical, customer care, and cross-functional teams.
- Availability to work flexible shifts during business hours, currently Monday through Saturday from 8:00 a.m. to 9:00 p.m. Eastern Time, including fixed or rotating Saturdays based on business needs.
- Strongly preferred: experience using SQL or XML to query internal databases, investigate complex customer issues, troubleshoot data discrepancies, identify trends, and support root-cause analysis.
- Strongly preferred: ability to translate SQL or XML findings into practical recommendations for support and product teams.
- Experience with CRM case-management tools such as Salesforce and interaction-distribution platforms such as Genesys PureCloud is advantageous.
- Demonstrated dependability, reliability, organization, and ability to manage competing priorities while consistently delivering results.
- Must be currently authorized to work in the United States without current or future employer sponsorship.
Benefits
- Compensation: $20.10–$30.10 per hour, with the actual rate determined by factors such as location, knowledge, skills, and experience.
- Potential eligibility for additional compensation, including commissions and/or incentive programs.
- Fully remote work within the United States.
- Flexible scheduling, with shifts supporting business hours Monday through Saturday.
- At least 16 hours of paid time off per month.
- Seven paid holidays each calendar year.
- Additional paid leave options, including bereavement, voting, jury duty, volunteer, military, and parental leave.
- Healthcare options may include medical, dental, and vision coverage.
- Retirement planning through a 401(k) program.
- Additional paid time off and wellness/flexible vacation benefits may be available.
- Collaborative, technology-focused work environment with opportunities for professional growth and development.
- Pre-employment drug screening is required; marijuana is not currently included in the pre-employment screening for this position.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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