Associate, Technical Support Analyst (Remote)

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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.

Overview

The Associate, Technical Support Analyst plays a critical role in delivering customer support and resolving technical issues faced by clients of CDK Global. This individual will be responsible for diagnosing problems, providing timely solutions, and ensuring customer satisfaction through effective communication and technical expertise. The position demands a strong understanding of technical concepts, a collaborative spirit, and the ability to adapt to a fast-paced environment while prioritizing client needs.

Job Responsibilities

• Provide first-level support for clients via phone, email, and chat.
• Diagnose and troubleshoot hardware and software issues in a timely manner.
• Document and track client interactions and resolutions in the support ticketing system.
• Assist in the deployment and installation of software and IT solutions.
• Follow up with clients to ensure issues are resolved and offer additional assistance when needed.
• Collaborate with cross-functional teams to escalate and resolve complex technical issues.
• Stay updated with product knowledge and industry best practices to provide informed support.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Strong understanding of computer systems, networks, and software applications.
• Previous experience in a technical support or helpdesk environment is a plus.
• Excellent verbal and written communication skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Proficient in using ticketing systems and remote support tools.
• Customer-focused with strong problem-solving abilities.

Technologies & Tools

The Associate, Technical Support Analyst will be required to utilize a variety of technologies and tools to effectively perform their duties. This includes ticketing systems like Zendesk or ServiceNow, remote desktop software such as TeamViewer or LogMeIn, and standard office productivity tools including Microsoft Office Suite. Familiarity with SQL databases and CRM systems will also be beneficial in providing adequate support to clients.

Ideal Candidates

The ideal candidate for the Associate, Technical Support Analyst position will possess a strong drive for customer success, displaying patience and perseverance when faced with technical challenges. They should be detail-oriented and able to articulate technical issues clearly to a non-technical audience. A collaborative mindset, willingness to learn, and adaptability in rapidly changing environments are essential traits that will ensure success in this role.