Associate Technical Support Analyst

United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Automotive, Software, BiotechnologyIndustries

Requirements

Candidates should have 2-4 years of user support or implementation experience within a technical support or field service organization, with a preference for experience in a call or technical assistance center supporting networks, IP Telephony, or PBX systems. Excellent customer service skills via phone and in person are required, along with the ability to lead by example. Preferred qualifications include an Associate Degree or commensurate experience, knowledge of PC hardware and software, mobile devices, ticketing systems like Salesforce, Remedy, or Footprints, Unix/Linux/SQL, and Cisco certifications.

Responsibilities

The Associate Technical Support Analyst will provide primary support to customers encountering problems with CDK’s IP Telephony products and services, assisting with product how-to inquiries and technical break/fix issues via telephone, email, or chat. They will document all work in a ticketing system, set resolution timelines, keep customers updated, assess and troubleshoot issues using technical knowledge, and escalate issues beyond their current knowledge while filling knowledge gaps. Responsibilities also include attending training, staying abreast of technical developments, working collaboratively within a team, and performing ad hoc support duties in a fast-paced environment.

Skills

Technical Support

IP Telephony

Troubleshooting

Problem-Solving

Customer Service

Ticketing Systems

SaaS

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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