Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global is responsible for delivering exceptional technical support to customers by identifying and resolving a wide range of issues related to our software solutions. This role requires a proactive approach to problem-solving, effective communication skills, and an ability to work collaboratively in a remote environment. The successful candidate will ensure customer satisfaction by providing timely assistance and maintaining a strong understanding of CDK Global products and services.

Job Responsibilities

• Provide first-level technical support to customers via phone, email, and chat.
• Diagnose and resolve technical issues related to software applications and systems.
• Document customer interactions and issue resolutions in the support ticketing system.
• Collaborate with internal teams to escalate and track complex problems.
• Conduct follow-ups with customers to ensure issues have been resolved satisfactorily.
• Assist in the pre-deployment testing of new software updates or features.
• Maintain in-depth knowledge of CDK Global products and services.
• Participate in training sessions to enhance technical skills and knowledge.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Previous experience in technical support or customer service is advantageous.
• Strong troubleshooting skills with the ability to think critically and analytically.
• Excellent verbal and written communication skills.
• Basic knowledge of networking concepts and web-based applications.
• Familiarity with ticketing systems and CRM software is a plus.
• Ability to work independently and adapt to changing priorities in a remote setting.

Technologies & Tools

In this position, the Associate, Technical Support Analyst will utilize a variety of technologies and tools to effectively deliver support. This includes, but is not limited to, CRM systems for managing customer interactions, ticketing systems for tracking support requests, remote desktop tools for troubleshooting issues, and various diagnostic software applications related to CDK Global products. Familiarity with tools like JIRA, Salesforce, or similar platforms may be beneficial.

Ideal Candidates

The ideal candidate for the Associate, Technical Support Analyst position will possess a combination of technical aptitude and interpersonal skills. They should be proactive in identifying and solving issues, displaying an eagerness to learn and adapt new technologies. Strong time-management abilities, a customer-oriented mindset, and effective collaboration skills are essential traits that will contribute to their success in a remote work environment.