Partner Support Analyst I


Description

The responsibilities of the Partner Support Analyst include initial assessment, triage, research and resolution of incidents and requests regarding the use of application software products. They will also collect information through a customer conversation, accessing support tools and additional support staff (service resources) if needed. In addition, they will create a positive customer support experience and will build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handling customers in a professional mannerPRIMARY DUTIES/KEY RESPONSIBILITES:Troubleshoots day-to-day customer issues and provides direct support to clients by phone, email and service desk tools.Creates a positive customer support experience and builds strong relationships through a deep understanding of the problem, ensuring timely resolution or escalation, communicating promptly on progress and handling customers in a professional manner.Analyzes and resolves incidents and requests regarding use of application software. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (development and infrastructure team) involved in resolution to ensure incidents are resolved, requests are filled and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.Prepares documentation for troubleshooting and escalation proceduresExpands general knowledge of current products, increasing ability to resolve requests on first contactProvides after hours and on-call support as needed
Qualifications

Required Experience: Specialized Knowledge and skills High School Diploma/GED required BS in Computer science is preferred 5 - 7 years of related experience Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes in order to meet business requirements.

About Cox Automotive

 

Cox Automotive is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, retail, financial and wholesale solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. The Cox Automotive family includes Autotrader®, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®, VinSolutions®, Xtime®, incadea®, and a host of other brands. With a complete and connected view of the automotive ecosystem, Cox Automotive is a global company connecting people, cars and capabilities with services that link the automotive value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more information about Cox Automotive, visit www.coxautoinc.com.

 

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.



Organization: Cox Automotive

Primary Location: US-NY-North Hills-3400 New Hyde Park Rd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: OngoingAdvertisement