Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global plays a pivotal role in providing high-quality technical support to our customers. This position involves troubleshooting and resolving technical issues, ensuring a seamless experience with our software solutions. The Analyst will work collaboratively with other team members to diagnose problems, improve processes, and enhance customer satisfaction, all while maintaining a focus on efficiency and professionalism in a remote work environment.

Job Responsibilities

• Diagnose and resolve technical issues related to CDK Global software products.
• Provide exceptional customer support via phone, email, and chat.
• Collaborate with cross-functional teams to escalate and track persistent issues.
• Document customer interactions and resolutions in the support ticketing system.
• Assist in training users on software functionalities and best practices.
• Participate in knowledge base development to improve support efficiency.

Qualifications

• Associate degree in Information Technology, Computer Science, or a related field; Bachelor’s degree preferred.
• 1-2 years of experience in a technical support role or customer service environment.
• Strong understanding of computer systems, networks, and software applications.
• Exceptional problem-solving skills and attention to detail.
• Excellent verbal and written communication skills.
• Proficiency in ticketing systems and remote support tools.

Technologies & Tools

This position utilizes a range of technologies and tools including, but not limited to, ticketing systems such as Zendesk, remote desktop tools for troubleshooting, and collaboration platforms like Microsoft Teams. Familiarity with customer relationship management (CRM) software and basic networking concepts is also essential to effectively assist clients and resolve issues efficiently.

Ideal Candidates

The ideal candidate for the Associate, Technical Support Analyst role possesses a blend of technical acumen and a strong customer-centric approach. They should exhibit patience, empathy, and a proactive attitude towards problem-solving. Excellent communication skills, both written and verbal, as well as the ability to work independently in a remote setup, are critical. Additionally, an affinity for continuous learning and improvement will help them thrive in this dynamic support environment.