Assoc Technical Support Analyst

Position Overview

• Location Type: Not specified
• Job Type: Full Time
• Salary: Not specified

Provides primary support to customers encountering problems using CDK Global’s products and solutions. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Facilitates inquiries through systems in order 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 & Essential Functions

• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket.
• Creates case logs, records information, establishes resolution time, follows up on issues, and escalates complex 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 resolution of technical issues.
• Submits requests for product changes and other custom programming updates.
• Practically 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

• Education: Associates/Bachelors degree strongly preferred.
• Technical Skills:
  • Proficient PC skills, specifically in Windows and IOS environments.
  • Knowledge and familiarity with mobile devices (Smartphones/iPads).
  • Knowledge of Microsoft O/S and PC hardware.
  • Knowledge of Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads).
• Soft Skills:
  • Problem-solving ability.
  • Strong negotiation skills.
  • Strong verbal and written communication skills.
  • Prioritization of duties.

Preferred Qualifications

• 1 year of PC desktop support or technical support experience with client contact.
• Experience using a case resolution process, policies, and escalation methodology.