Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global plays a crucial role in providing technical assistance and support to clients using our suite of software solutions. This position involves troubleshooting technical issues, resolving customer queries, and ensuring the smooth operation of our systems. The ideal candidate will employ strong problem-solving skills, possess a customer-oriented approach, and will be responsible for guiding clients through various technical challenges to enhance their overall experience with our products.

Job Responsibilities

• Provide front-line technical support to clients via phone, email, and chat.
• Diagnose and troubleshoot software and hardware issues requiring immediate resolution.
• Document all customer interactions through ticketing systems accurately and comprehensively.
• Work collaboratively with engineering and product teams to escalate unresolved issues.
• Develop and maintain updated technical documentation and user guides.
• Assist customers in navigating the software and explaining features efficiently.
• Stay well-informed on product updates and enhancements to provide the best service.
• Conduct training sessions for clients on new features and updates as needed.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• 1-2 years of experience in a technical support role is desirable.
• Strong understanding of software troubleshooting methodologies and techniques.
• Excellent verbal and written communication skills.
• Proficiency in using ticketing systems and knowledge of remote support tools.
• Ability to work independently and prioritize multiple tasks in a fast-paced environment.
• Customer-focused approach with strong interpersonal skills.
• Familiarity with database management and basic networking concepts is a plus.

Technologies & Tools

In this role, the Associate, Technical Support Analyst will be expected to utilize a variety of technologies and tools including but not limited to customer relationship management (CRM) software, remote desktop applications, integrated development environments (IDEs), and ticketing systems. Familiarity with database technologies, as well as operating systems (Windows, MacOS), is also crucial for effectively addressing client issues.

Ideal Candidates

The ideal candidate for the Associate, Technical Support Analyst role will be a proactive and enthusiastic individual dedicated to delivering exceptional customer service. They will demonstrate a natural ability to communicate complex technical concepts in a clear and understandable manner. Successful candidates will exhibit a keen analytical mindset, the ability to adapt quickly to new software environments, and a strong desire to learn and grow within the technology sector. A team-oriented mentality, coupled with the ability to work independently, will ensure the candidate thrives in our remote work culture.