Associate, Technical Support Analyst (Remote)

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Job Overview

As an Associate Technical Support Analyst at CDK Global, you will be accountable for providing exceptional technical support to our clients, ensuring that their inquiries are addressed in a timely and efficient manner. Your responsibilities will encompass troubleshooting software and system issues, managing customer relationships, and collaborating with various departments to enhance the overall client experience. This role requires a proactive approach in identifying potential challenges and delivering innovative solutions to maintain the highest standards of service quality.

Job Responsibilities

• Troubleshoot and resolve technical issues reported by customers via phone, email, and chat.
• Provide accurate and timely feedback to customers about their inquiries.
• Document all support interactions in the company's ticketing system.
• Identify and escalate complex issues to senior team members as necessary.
• Collaborate with cross-functional teams to improve service delivery processes.
• Maintain a high level of customer satisfaction through effective communication and problem-solving skills.
• Stay updated with product knowledge and industry trends to offer informed support.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in a technical support or customer service role, preferably in the software industry.
• Strong knowledge of troubleshooting techniques for software applications.
• Exceptional verbal and written communication skills.
• Ability to work independently and manage time effectively in a remote environment.
• Strong analytical and problem-solving skills.
• Familiarity with customer relationship management (CRM) tools is a plus.

Technologies & Tools

The Associate Technical Support Analyst will utilize a variety of technologies and tools, including but not limited to customer relationship management (CRM) software, internal ticketing systems, remote desktop applications, and collaboration tools (such as Microsoft Teams and Slack) to effectively communicate with clients and teams.

Ideal Candidates

Ideal candidates for this position will possess a blend of technical proficiency and exceptional interpersonal skills. They should demonstrate a strong commitment to customer satisfaction, show adaptability to change, and exhibit sound judgment under pressure. Furthermore, candidates should be team-oriented, with the ability to collaborate effectively with colleagues, and have a passion for continuous learning and professional growth.