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.

Job Overview

The Associate, Technical Support Analyst at CDK Global is tasked with delivering expert assistance to customers through various channels. The role encompasses troubleshooting technical issues, guiding users through problem resolution, and collaborating with other teams to ensure customer satisfaction. The candidate will play a vital role in maintaining operational efficiency and product effectiveness by providing top-notch support and establishing a solid rapport with clients.

Job Responsibilities

• Provide timely and effective technical support to customers via phone, email, and chat.
• Diagnose and resolve hardware and software issues, ensuring minimal downtime for clients.
• Document all interactions and transactions in the support ticketing system accurately.
• Assist in onboarding new customers, conducting training sessions on product usage.
• Collaborate with cross-functional teams to escalate and follow up on unresolved issues.
• Stay updated on product changes and enhancements to deliver accurate guidance.
• Contribute to the knowledge base by documenting common issues and solutions.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• 1-2 years of experience in a technical support or customer service role.
• Excellent problem-solving skills with a strong attention to detail.
• Proficient in Windows and Mac operating systems, as well as common software applications.
• Strong verbal and written communication skills.
• Experience with CRM tools and ticketing systems is a plus.
• Ability to work independently and manage time effectively in a remote environment.

Technologies & Tools

The Associate, Technical Support Analyst will utilize various technologies and tools essential for effective support operations. These include customer relationship management (CRM) software, ticketing systems such as Zendesk or ServiceNow, remote desktop tools, as well as Microsoft Office Suite for documentation and communication purposes. Familiarity with web-based applications and databases may also be beneficial.

Ideal Candidates

The ideal candidate for the Associate, Technical Support Analyst position is a proactive individual with a strong aptitude for technology and a passion for customer service. They are characterized by their analytical mindset, exceptional communication skills, and the ability to remain calm under pressure. Success in this role requires adaptability, a commitment to continuous learning, and a collaborative spirit to foster relationships with both customers and team members.