Assoc Technical Support Analyst

Position Overview

• Location Type: Remote
• Job Type: Full time
• Location: USA
• Salary: $25.00/Hour to $30.00/Hour

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. Our cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations. We are focused on connections that allow us to deliver world-class software, support, and data insights.

Position Summary

Provides primary support to customers encountering problems using CDK’s products and solutions. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Facilitates inquiries through systems to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance, or product application or compatibility matters. Documents customer information and recurring technical issues to support product quality programs and product development.

Responsibilities

• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket.
• Creates case logs, records information, establishes resolution time, and follows up on issues.
• Assesses issues and establishes a course of action to guide the client/associate to timely resolution of inquiry.
• Troubleshoots problems with malfunctioning software applications and recommends corrective action.
• Directs and guides clients through the resolution of technical issues.
• Submits requests for product changes and other custom programming updates.
• Applies knowledge of CDK case resolution process, policies, and escalation methodology.
• Attends training courses as required and stays abreast of evolving internal processes and industry developments.
• Provides customer service and remote support services and applies problem-solving skills.
• Works in a team environment and assists team members on various issues.
• Provides other ad hoc support and duties as assigned.
• Works in an environment with competing priorities.

Requirements

• Proficient PC skills, specifically in Windows and iOS environments.
• Knowledge and familiarity with mobile devices (Smartphones/iPads).
• Ability to document, track, and monitor a problem/issue to a timely resolution.
• Problem-solving ability.
• Strong negotiation skills.
• Strong verbal and written communication skills.
• Prioritization of duties.

Preferred Qualifications

• Associates/Bachelors degree strongly preferred.
• 1 year of PC desktop support or technical support experience with client contact.
• Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads).
• Experience using a ticketing System such as Clarify, Remedy, or Footprints.
• Knowledge of Unix / Linux / SQL.
• PC certifications (A+, MCDST or MCST).
• Automotive industry experience.
• Experience with Service related applications with Dealerships.
• Bilingual in French or Spanish.

Company Information

CDK Global is committed to fair and equitable compensation practices.

Internal Mobility Criteria

Given the level of training and time required to ensure proficiency in this role, employees will be expected to remain in role for a minimum of 24 months before any internal movement, outside of Customer Care, will be approved. Any employee below this threshold will require approval by Sr. Director or above.