Professionally manage a variety of questions and concerns from clients regarding technical inquiries for the Dealertrack Dealer Management Software (DMS)
Responsible for responding to client inquiries, troubleshooting and/or resolving product issues, and providing the information to resolve our clients’ concerns
Research technical problems with the aim of finding the best possible solution
Work with internal team members via cases, phone, email and IM to escalate system and client issues
Analyze data to resolve complex technical issues
Use critical thinking and problem-solving skills to resolve a wide variety of issues
Follow up with client requests in a timely manner
Correctly document all work in a case system
Manage escalation cases with professionalism and a focus on client satisfaction
Mentor team members to improve the department's overall success and client satisfaction
Maintain constructive relationships with customers and bring to the attention of the manager any issues/inquiries
Work on other projects as assigned by their Manager/Supervisor
Attend training sessions to improve and/or maintain skill sets
Maintain professionalism while working with clients, co-workers, and leadership
Ability to work under pressure and against deadlines
Ability to use discretion in managing confidential client data
Ability to follow outlined processes and demonstrate good judgment
Ability to work well independently and with a team
Ability to analyze different types of data to draw conclusions

Requirements

Minimum High School Diploma or GED required
2+ years of proven customer-facing experience in a fast‑paced or service‑driven environment
Demonstrated strength in customer service with the ability to resolve issues independently
Clear, professional communication skills — both verbal and written
Strong organizational abilities, including managing multiple tasks and priorities
Ability to analyze information and make sound decisions using critical thinking
Tech-savvy with the ability to learn new systems quickly
Professional, reliable, and able to maintain confidentiality
Strong attention to detail with a focus on accuracy and follow‑through
Ability to meet deadlines and manage time effectively
Experience interpreting data or using data to inform decisions (basic analysis)
1+ years relevant/related work experience preferred
Coding/programming experience with a tool such as Java is preferred.

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month
Seven paid holidays throughout the calendar year
Additional paid time off in the form of bereavement leave
Time off to vote
Jury duty leave
Volunteer time off
Military leave
Parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Dealertrack Dealer Management Softwaretroubleshootingdata analysiscodingprogrammingJavacase managementtechnical problem resolutionconfidential data managementbasic analysis

Soft Skills

customer servicecritical thinkingproblem-solvingprofessional communicationorganizational abilitiesattention to detailtime managementindependenceteam collaborationmentoring

Certifications

High School DiplomaGED