Associate, Technical Support Analyst (Remote)

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Written by AI from the job title and company, not by CDK Global, so some details may not match this job. The employer's own page has the real description.

Overview

The Associate, Technical Support Analyst at CDK Global is responsible for providing high-quality technical assistance and support to clients utilizing company software solutions. This role encompasses troubleshooting issues, guiding users through problem resolution steps, and ensuring customer satisfaction by effectively communicating technical information. Additionally, the analyst will document issues and collaborate with other teams to facilitate software improvements and updates, therefore promoting seamless operational effectiveness for clients using CDK Global's services.

Job Responsibilities

• Provide responsive technical support via phone, email, and chat for CDK Global’s products.
• Diagnose and resolve technical issues related to software applications and services.
• Assist users with navigating and utilizing software tools effectively.
• Document support requests and solutions in the ticketing system for future reference.
• Collaborate with product development and engineering teams to relay client feedback and software enhancement ideas.
• Educate customers through workshops and one-on-one sessions on product features and best practices.
• Maintain up-to-date knowledge of CDK Global products and related industry trends.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 1-2 years of experience in a technical support or customer service role.
• Strong understanding of software applications, operating systems, and troubleshooting techniques.
• Excellent communication skills, both verbal and written, with a customer-oriented attitude.
• Ability to work independently and in a team-focused environment.
• Strong problem-solving skills and attention to detail.
• Familiarity with ticketing systems and remote support tools is a plus.

Technologies & Tools

The Associate, Technical Support Analyst will utilize various technologies and tools, including ticketing and customer relationship management (CRM) software, remote desktop support applications, and standard productivity software such as Microsoft Office Suite. Familiarity with database management systems and an understanding of cloud-based solutions will also be essential for effective support.

Ideal Candidates

Ideal candidates for the Associate, Technical Support Analyst role at CDK Global are proactive, detail-oriented, and possess a strong desire to assist customers in resolving technical issues. They should demonstrate exceptional problem-solving abilities, exhibit a keen aptitude for learning new technologies quickly, and maintain composure in high-pressure situations. A passion for customer service and a collaborative mindset will further enhance their effectiveness in this role, contributing positively to the overall customer experience and team dynamics.