Associate, Technical Support Analyst (Remote)

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

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 (Remote) at CDK Global plays a crucial role in delivering exceptional customer support regarding technical issues related to our software products. This position involves troubleshooting, diagnosing, and resolving customer inquiries while providing a seamless user experience. The Associate will interact with clients through various channels, ensuring timely and effective solutions to enhance customer satisfaction and product usability.

Job Responsibilities

• Provide first-level technical support to clients via phone, email, and chat.
• Troubleshoot and diagnose technical issues related to CDK Global software products.
• Document customer interactions and technical resolutions in the support ticketing system.
• Collaborate with cross-functional teams to escalate complex issues and ensure timely resolution.
• Develop and maintain knowledge base articles and documentation for common issues and solutions.
• Assist in training clients on the use of CDK Global products and software features.
• Stay up-to-date with product updates and new features to better assist clients.

Qualifications

• Associate's degree or equivalent experience in a technical support or customer service role.
• Strong problem-solving skills and the ability to think critically under pressure.
• Excellent communication skills, both written and verbal.
• Familiarity with customer support software and ticketing systems.
• Knowledge of common operating systems, networking, and computer hardware.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Patience and empathy when dealing with frustrated customers.

Technologies & Tools

In this position, the Associate, Technical Support Analyst will utilize various technologies and tools including, but not limited to, customer relationship management (CRM) software, ticketing systems such as Zendesk, remote access software, and internal tools for product diagnostics. A familiarity with operating systems (Windows, macOS), networking fundamentals, and basic programming/scripting languages may also be advantageous.

Ideal Candidates

The ideal candidate will possess a customer-centric mindset coupled with a passion for technology and problem-solving. They should be highly organized, detail-oriented, and capable of adapting to rapidly changing situations and environments. Strong interpersonal skills are essential for building rapport with clients while maintaining professionalism. A proactive approach to learning and self-improvement, along with a collaborative spirit, will contribute positively to our team dynamic and enhance the overall customer experience.