[Remote] Technical Customer Care Analyst II (Dealertrack F&I)

March 6, 2026

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Note: The job is a remote job and is open to candidates in USA. Cox Automotive is a leading company in transforming the automotive experience for drivers and dealers. They are seeking a Technical Customer Care Analyst II to manage escalated customer incidents, provide technical support, and mentor junior team members while ensuring high levels of customer satisfaction.

Responsibilities

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

Skills

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
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

Benefits

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
Up to 160 hours of paid wellness annually for their own wellness or that of family members
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)

Company Overview

Cox Enterprises is a communications, media, and automotive services company. It was founded in 1898, and is headquartered in Atlanta, Georgia, USA, with a workforce of 10001+ employees. Its website is http://coxenterprises.com.

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