Associate Technical Support Analyst

About CDK Global

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. Their 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.

Position Summary

The Associate Technical Support Analyst provides primary support to customers encountering problems using CDK’s products and solutions. This role involves responding to customer product inquiries via telephone, internet-based email, or chat sessions. You will facilitate inquiries through systems to provide answers to common questions and problems, and resolve customer concerns regarding installation, operation, maintenance, product application, or compatibility matters. Thorough documentation of customer information and recurring technical issues is crucial to support product quality programs and development.

Position 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 clients/associates 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 to stay abreast of evolving internal processes and industry developments.
• Provides customer service and remote support services, applying strong problem-solving skills.
• Works effectively in a team environment, assisting team members on various issues.
• Provides other ad hoc support and duties as assigned.
• Manages workload in an environment with competing priorities.

Qualifications & Requirements

• Associates/Bachelors degree strongly preferred.
• 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.
• Strong problem-solving ability.
• Strong negotiation skills; excellent verbal and written communication skills.
• Ability to prioritize duties effectively.

Preferred Qualifications

• 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.
• Bilingual in French or Spanish.

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• Windows OS
• iOS
• Mobile Devices
• Ticketing Systems
• Problem Solving
• Communication Skills
• SaaS