Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global will play a pivotal role in providing high-quality technical support to our clients, ensuring that their software systems operate efficiently. This position requires a proactive approach to problem-solving, along with strong communication skills to assist clients in navigating technical challenges. The successful candidate will engage directly with customers to address inquiries, troubleshoot issues, and provide product education while collaborating closely with other teams to optimize customer satisfaction and system performance.

Job Responsibilities

• Provide timely and accurate technical support to clients via phone, email, and chat.
• Diagnose and resolve technical issues related to software applications and systems.
• Document client interactions and technical issues in the support tracking system.
• Develop and update technical documentation and user guides for customers.
• Collaborate with development and product teams to escalate and resolve complex issues.
• Conduct training sessions for clients on software functionality and best practices.
• Analyze trends in support requests to identify areas for improvement.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Minimum of 1 year of experience in a technical support or customer service role.
• Strong troubleshooting skills and ability to diagnose and resolve software issues.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite and familiarity with customer support software.
• Ability to work independently and prioritize tasks effectively in a remote environment.
• Knowledge of automotive retail software is a plus, but not mandatory.

Technologies & Tools

The Associate, Technical Support Analyst will utilize a variety of technologies and tools to facilitate effective support delivery. This includes customer relationship management (CRM) software, ticketing systems for tracking client issues, and remote support tools to assist clients directly. Familiarity with SQL databases, web applications, and cloud-based platforms will also be beneficial in managing and troubleshooting the diverse software environments in which our clients operate.

Ideal Candidates

The ideal candidates for the Associate, Technical Support Analyst position at CDK Global will be individuals who possess a strong customer service orientation and a knack for technology. They should exemplify patience and empathy when dealing with clients and demonstrate an eagerness to learn and adapt to evolving technologies. Successful candidates will be detail-oriented, proactive in identifying issues, and skilled in communicating complex information effectively to clients of varying technical backgrounds. The ability to thrive in a fast-paced remote environment while maintaining high levels of professionalism is essential.