Associate, Technical Support Analyst (Remote)

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Job Overview

As an Associate Technical Support Analyst at CDK Global, you will play a crucial role in delivering high-quality support to our clients by troubleshooting and resolving technical issues related to our software solutions. Your responsibilities will encompass diagnosing problems, providing timely solutions, and ensuring client satisfaction while effectively documenting support requests. This remote position demands strong analytical skills, excellent communication abilities, and a commitment to contributing to a collaborative team environment.

Job Responsibilities

• Provide exceptional customer support and technical assistance to clients via phone, email, and chat.
• Diagnose and troubleshoot software and hardware issues to ensure efficient resolution.
• Document all support interactions accurately in the ticketing system.
• Escalate complex issues to senior support staff when necessary, while maintaining client communication.
• Develop and maintain a comprehensive knowledge base for user guidance and support troubleshooting.
• Conduct training sessions or create tutorials for clients on product usage and features as needed.
• Collaborate with cross-functional teams to improve support processes and overall customer experience.

Qualifications

• Associate degree in Computer Science, Information Technology, or a related field; Bachelor’s degree preferred.
• Previous experience in a technical support role, preferably in a software environment.
• Strong understanding of software troubleshooting and problem-solving methodologies.
• Proficient in using support ticketing systems and remote desktop tools.
• Excellent verbal and written communication skills with a customer-centric approach.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Knowledge of automotive retail or dealership systems is advantageous.

Technologies & Tools

In the role of Associate Technical Support Analyst, you will work with a variety of technologies and tools, including but not limited to product-specific support software, remote access applications, and ticket management systems. Familiarity with databases, reporting tools, and communication platforms will also be essential for effective issue resolution and collaboration with team members.

Ideal Candidates

The ideal candidate for this position embodies a proactive and enthusiastic attitude toward problem-solving and customer service. They should possess a strong technical aptitude with a passion for technology and continuous learning. Effective communication, both written and verbal, is paramount, along with a collaborative spirit that fosters teamwork. A strong attention to detail and the ability to remain composed under pressure will distinguish the successful candidate in this fast-paced environment.