Technical Customer Care Specialist II (HomeNet)

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Customer SupportCustomer Care Specialist

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Quick Summary

Requirements Summary

Minimum- High School Diploma/GED and 3 years’ experience in a related field. OR the right candidate could also have a different combination,

Technical Tools

Customer SupportCustomer Care Specialist

Cox Automotive - USA

Customer Care Group

Technical Customer Care Specialist II

Individual Contributor

Variable

What We Offer

~1 min read

Hourly 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.

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.

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.

This 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.

To 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.

Through 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/vets

Applicants 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: 10/11/2026