Application Support Analyst II (Cox Automotive, Atlanta, GA)

Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Technical Customer Care Analyst II

Management Level

Individual Contributor

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $58,400.00 - $87,600.00. The base salary may vary within the anticipated base pay 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 an incentive program.

Job Description

The Technical Customer Care Analyst II serves as a primary point of contact for customer escalations, providing technical, deployment and other general assistance to customers and internal stakeholders. You are a self-starter that embraces an ever changing and demanding work environment. You have a technology background and are seeking to grow your skills and knowledge base. You are curious and quick to learn, always looking for ways to improve. Strong interpersonal and communications skills will be necessary to succeed.

Primary duties & Key Responsibilities

• Provide proactive application and technical support for Manheim Digital Concierge and Next Inspect mobile app end users, which includes performing detailed investigations to identify root causes/fixes for complex issues.
• Work directly with clients and internal teams to troubleshoot and resolve issues in a timely manner.
• Document, route, track, escalate and update customers, as well as Manheim Digital management, on status of issues as required.
• Utilize tools and systems proficiently to document activity and effectively troubleshoot and resolve issues.
• Ensure customer satisfaction through outstanding customer service and high-quality responses.
• Build rapport and elicit problem details from non-technical or technical customers.
• Support other requests as required, including dealer interaction and internal reporting and analysis requests.
• Maintain regular interactions with technology and program teams to manage fixes for production service issues.
• Perform system testing as a final validation before release to customer.
• Effectively prioritize and escalate customer issues as required.
• Maintain an in-depth understanding of RMS’ products and support protocols.
• Perform other support and operational tasks as required.
• Participate in weekend on-call rotation for critical issues escalation.

Required Experience & Specialized Knowledge and skills

• BS/BA in related discipline and 2 years work related experience or equivalent combination of education and work-related experience required.
• 3+ years Tier 2/3 enterprise-level technical and application support experience preferred.
• Prior project management experience preferred.
• An understanding of the role of Service Level Agreements (SLAs) within an IT environment.
• Sound analytical, organizational and planning skills and the ability to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion.
• Outstanding communication skills, both verbal and written
• Ability to work independently but with a team-focused approach within multi-disciplinary teams and quickly adapt to job requirements changing on an ad hoc basis.
• Total commitment to quality and attention to detail
• Enthusiasm for product knowledge acquisition
• Ability to sit or stand for prolonged periods of time.
• 0-15% Travel
• Off-hours, on-call support may apply.
• Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes in order to meet business requirements.

Drug Testing

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.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in