Technical Customer Care Specialist II (Remote)

Technical Customer Care Specialist II (Remote)

As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact with one another.

Vitu provides innovative, cutting-edge services to the motor vehicle industry.

Our namesake solution manages titling and registration transactions in all 50 states and across multiple locations — all on one platform.

With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the Vitu platform is reimagining how drivers, businesses and governments interact with vehicles.

Vitu has offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia.

Job Summary

The Technical Customer Care Specialist II 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.

Key Responsibilities


* Handle incoming [Business Unit] 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:

o Determines problem source (i.e.,hardware, software, user access),

o Resolves issues where possible,

o Refers difficult and complex issues to internal technical experts, and/or

o Refers issues to management, documents issues for future


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


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


* Builds working relationships with customer representatives and with cross functional teams

Minimum Qualifications and Experience


* High School Diploma/GED and 3 years-experience OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years-experience


* 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


* Ability to handle multiple competing priorities and deliver results in a fast-paced environment.


* CRM case ...