CDK Global

Associate Technical Support Analyst

United States

Not SpecifiedCompensation
Entry Level & New GradExperience Level
Full TimeJob Type
UnknownVisa
Information Technology & ServicesIndustries

Position Overview

  • Location Type: Remote
  • Job Type: Full time
  • Employment Type: Full time
  • Salary: $26.00/Hour to $30.00/Hour
  • Location: USA

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.

This position provides primary support to customers encountering problems using CDK’s products and solutions, responding to inquiries via telephone, email, or chat sessions.

Requirements

  • Cisco CCNA certification or 2 years of experience configuring network devices (routers, switches, Access Points).
  • 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.

Responsibilities

  • Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket.
  • Creates case logs, records information, establishes resolution times, and follows up on issues.
  • Escalates complex issues.
  • Assesses issues and establishes a course of action to guide the client/associate to timely resolution.
  • 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.

Preferred Qualifications

  • Associates/Bachelors degree strongly preferred.
  • 1 year of PC desktop support or technical support experience with client contact.
  • Experience using a ticketing system such as Clarify, Remedy, or Salesforce.
  • Knowledge of Fortigate, zScaler, Wireshark, and other network technologies.
  • Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads).
  • PC certifications (A+, MCDST or MCST).
  • Automotive industry experience.
  • Bilingual in French or Spanish.

Company Information

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance. Visit www.cdkglobal.com.

At CDK Global, we are focused on connections that allow us to deliver world-class software, support, and data insights. Our values define who we are and how we show up for each other, our customers, and our communities. Our values: Stay Curious, Own It, Be Open, Create Possibilities.

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.

Skills

Customer Support
Troubleshooting
Product Inquiries
Technical Assistance
Communication Skills
Ticket Management

CDK Global

Integrated software solutions for automotive retail

About CDK Global

CDK Global provides integrated software solutions specifically designed for the automotive retail industry. Their products help auto dealerships manage various operations such as billing, customer relationship management (CRM), inventory management, and service scheduling. By using these software tools, dealerships can streamline their processes, improve customer experiences, and increase sales. Unlike many competitors, CDK Global focuses on the unique challenges of the automotive market, including the transition to electric vehicles (EVs), and tailors its solutions to meet these evolving needs. The company's goal is to enhance the efficiency and productivity of its clients through advanced technology, ultimately driving the automotive retail industry forward.

Hoffman Estates, IllinoisHeadquarters
1972Year Founded
IPOCompany Stage
Automotive & Transportation, Enterprise SoftwareIndustries
5,001-10,000Employees

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Paid Vacation
401(k) Company Match
Tuition Reimbursement

Risks

Tekion's lawsuit could lead to significant legal expenses and reputational damage.
Antitrust lawsuit resulted in a $100 million payout, indicating potential legal vulnerabilities.
Cybersecurity breach impacted major clients, potentially leading to loss of trust and business.

Differentiation

CDK Global specializes in integrated software solutions for the automotive retail industry.
The company offers a subscription-based model for its software solutions.
CDK Global focuses on EV transition challenges, tailoring solutions for evolving industry needs.

Upsides

Increased focus on cybersecurity can enhance CDK Global's reputation and client trust.
Digital transformation in automotive industry presents opportunities for expanding software offerings.
Rise of EVs creates demand for specialized dealership software solutions by CDK Global.

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