Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global is responsible for providing exceptional technical support to clients, ensuring their questions and concerns are addressed in a timely and effective manner. This role requires deep knowledge of company products and services, troubleshooting abilities, and excellent customer service skills. The Associate will collaborate with various teams to improve customer experiences and resolve technical issues, playing a crucial role in the overall satisfaction of our client base. This is a remote position that allows for flexibility while maintaining a strong commitment to service excellence.

Job Responsibilities

• Provide first-line technical support to clients via phone, email, or chat, ensuring prompt and effective resolution of issues.
• Identify, diagnose, and troubleshoot technical problems, utilizing company knowledge base and available resources.
• Document and track support requests using appropriate software systems, maintaining accurate records of all client interactions.
• Escalate unresolved issues to higher-level staff or specialist teams as necessary to facilitate quick solutions.
• Assist in the development and maintenance of support documentation, FAQs, and training resources for staff and clients.
• Stay updated on the latest product developments and industry trends to provide informed support to clients.
• Participate in user testing and feedback sessions on new product features and enhancements to improve client experience.

Qualifications

• Associate's degree or equivalent experience in a technical support role or related field.
• Previous experience in customer service or technical support preferred.
• Strong understanding of computer systems, software applications, and internet technologies.
• Excellent verbal and written communication skills with a focus on customer satisfaction.
• Ability to troubleshoot and resolve technical issues efficiently and effectively.
• Experience with ticketing systems and remote support tools is a plus.
• Strong analytical and problem-solving abilities.

Technologies & Tools

The Associate, Technical Support Analyst position utilizes a range of technologies and tools including, but not limited to, customer service and ticketing software (e.g., Zendesk, Freshdesk), remote desktop applications, knowledge management systems, and standard office software (e.g., Microsoft Office Suite). Familiarity with database management and CRM systems may also be beneficial in effectively addressing client inquiries and maintaining accurate support records.

Ideal Candidates

Ideal candidates for the Associate, Technical Support Analyst position are those who possess a strong customer service orientation coupled with a passion for technology and problem-solving. They exhibit keen attention to detail and the ability to remain calm under pressure, effectively communicating technical information to clients with varying levels of expertise. A proactive attitude, willingness to learn, and the ability to collaborate within a remote team environment are essential qualities that will contribute to success in this role.