Associate, Technical Support Analyst (Remote)

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Position Overview

The Associate, Technical Support Analyst (Remote) at CDK Global is responsible for delivering high-quality technical assistance and support to clients and internal teams. The role encompasses troubleshooting hardware and software issues, assisting in the implementation of solutions, and ensuring continued product performance. The Associate will work closely with diverse teams to resolve inquiries efficiently, enhancing the overall client experience while contributing to the maintenance of our technological infrastructure.

Job Responsibilities

• Provide front-line technical support to clients through various channels including phone, email, and chat.
• Diagnose and troubleshoot hardware and software issues, escalating complex problems as necessary.
• Assist clients in the installation and configuration of software products while ensuring optimal performance.
• Document all interactions and maintain detailed records of issues and resolutions in the support ticketing system.
• Collaborate with cross-functional teams to resolve system and software challenges effectively.
• Conduct follow-up communications to ensure clients’ satisfaction with resolutions provided.
• Stay updated on product features, enhancements, and industry trends to provide informed assistance.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Prior experience in a technical support or technical assistance role is preferred.
• Strong problem-solving skills with the ability to think critically under pressure.
• Excellent verbal and written communication skills.
• Proficiency in common operating systems and software applications.
• Basic understanding of networking concepts and protocols.
• Ability to work independently and manage multiple tasks effectively.

Technologies & Tools

The Associate, Technical Support Analyst role utilizes a variety of technologies and tools, including but not limited to customer support software (such as Zendesk or Freshdesk), remote access tools, ticketing systems, and essential office productivity software such as Microsoft Office 365 and Google Workspace. Familiarity with specific industry-related software applications for productivity and data analysis will also be advantageous.

Ideal Candidates

Ideal candidates for the Associate, Technical Support Analyst position possess a combination of technical aptitude and exceptional customer service skills. They have a proactive approach to problem-solving and a passion for helping clients achieve their goals. Success in this role requires a detail-oriented mindset, the ability to work collaboratively within a team, and a strong commitment to delivering high-quality service. Dedication to continuous learning and adaptability to evolving technologies are also critical traits that contribute to success in this position.