Technical Customer Care Analyst II (Dealertrack F&I)

Company

Cox Automotive - USA

Customer Care Group

Technical Customer Care Analyst II

Individual ContributorCan work remotely anywhere in the specified country

No

Day

Compensation

Compensation includes a base salary of $61,100.00 - $91,700.00. 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.

What You’ll Do

• Handle incoming Dealertrack F&I technical support customer requests escalated by front-line support.

• Handle escalated issues from larger and diverse customer groups.

• Troubleshoot difficult problems with either the customer’s configuration, our software, or other vendor integration points.

• Escalates complex issues to more senior Technical Customer Cares team members and/or management.

• Provide crisis management point of contact for all escalated customer issues and projects, especially in situations where customer satisfaction is at risk and special attention is needed to bring resolution.

• Work assigned through support CRM case queues, emails, online Messenger (Teams), phone calls, etc.

• Maintain accurate documentation using support cases in CRM, defects, knowledge bases.

• Close interface with Engineering to communicate bug data and reproduce complex customer scenarios.

• Provide one-on-one and group training to existing agents on issue resolution.

• Ensure proper follow-up, even when a problem has not been resolved, to ensure the customer is kept apprised of the issue status.

• Participate in after-hours On-Call support for critical outages/issues.

This position is remote/work from home and can be located anywhere within the United States. If you live within 25 miles of any Cox office, the role will be hybrid.

Who You Are

Minimum

• Bachelor's degree and 2 years of relevant work history OR 6 years relevant/related work experience with no degree.

• Experience in Automotive Leads (CRM), Credit Application processing, and Contracting functionality is required

• At least one year of experience processing credit applications

• Experience within the automotive and banking industry

• A high level of attention to detail.

• An ability to troubleshoot technical issues varying from simple to very complex.

• Ability to multitask and adapt easily to change and multiple priority projects.

• Ability to maintain a positive attitude while working under pressure and strict timelines.

• Knowledge of common helpdesk and ticketing solutions, preferably Salesforce and Service Now.

• Must have excellent communication skills and an ability to write effectively and clearly.

• Experience communicating complex customer issues to others.

• Ability to mentor more junior team members on technical and business issues.

Preferred

• Knowledge of CRM solutions is preferred.

• Network troubleshooting / HTTP protocol, DNS, SSL.

• Experience supporting mobile devices such as IOS and Android.

• Previous on-call experience is a plus.

• Experience with Splunk preferred.

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.

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 the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.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.

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: 03/08/2026