Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global plays a critical role in ensuring exceptional service delivery to our clients by providing expert technical assistance and support for systems, products, and applications. This position involves troubleshooting issues, resolving incidents, and assisting users with queries while collaborating effectively with cross-functional teams. The ideal candidate will have a methodical approach to problem-solving and a customer-centric attitude to promote a positive user experience in a remote working environment.

Job Responsibilities

• Provide first-level technical support and troubleshooting for software applications and hardware issues.
• Respond to user inquiries via phone, email, and chat in a timely and professional manner.
• Document and track customer interactions and issues within the support ticketing system.
• Collaborate with senior analysts and technical teams to resolve complex issues.
• Assist in the creation of knowledge base articles and documentation for common customer issues.
• Perform routine checks and maintenance on systems to prevent potential technical disruptions.
• Conduct training sessions for users on new features and functionalities of the software.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
• Proven experience in a technical support role or similar capacity.
• Understanding of software applications, operating systems, and networking concepts.
• Strong communication skills, both verbal and written, for effective user interaction.
• Ability to work independently and manage multiple tasks effectively.
• Proficient in using ticketing systems and remote support tools.
• Customer service-oriented approach with excellent problem-solving skills.

Technologies & Tools

This position utilizes a variety of technologies and tools to deliver high-quality support services. Key software applications include ticket management systems such as Zendesk or ServiceNow, remote desktop tools (e.g., TeamViewer), and collaborative platforms (e.g., Slack or Microsoft Teams). Familiarity with operating systems (Windows, macOS) and basic networking tools is also essential for troubleshooting and efficient problem resolution.

Ideal Candidates

The ideal candidate for the Associate, Technical Support Analyst position will possess a strong technical foundation, exceptional communication skills, and a passion for technology. They should be adaptable, quick learners, and deeply committed to providing excellent customer service. A proactive approach to problem-solving combined with a collaborative spirit will help ensure success in this role, as will a genuine interest in helping others navigate technical challenges.