Technical Customer Care Specialist II

About Vitu

At Vitu, our engaged workforce is the key to our success. We are committed to creating a positive, inclusive, and motivating environment where employees feel valued, connected, and empowered.

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

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.

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:

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

  • Resolves issues where possible,

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

  • Refers issues to management, documents issues for future

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

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

• Builds working relationships with customer representatives and with cross functional teams.