Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global is responsible for delivering high-quality support to clients, assisting them with various technical issues related to our software products. The individual will play a crucial role in troubleshooting and resolving technical problems, providing guidance, and ensuring exceptional customer satisfaction. This role requires effective communication skills, a strong understanding of technology solutions, and the ability to work collaboratively in a fast-paced environment. As a remote position, the successful candidate must also demonstrate self-motivation and discipline in managing their work responsibilities from home.

Job Responsibilities

• Provide first-line technical support to clients via phone, email, and chat.
• Diagnose and troubleshoot software issues, guiding users through step-by-step solutions.
• Create and maintain accurate documentation of support interactions and resolutions.
• Collaborate with product development teams to address complex technical issues.
• Train and onboard new clients on CDK Global products and features.
• Monitor and respond to support tickets in a timely manner, ensuring SLAs are met.
• Identify recurring issues and contribute to the development of knowledge base articles.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• 1-2 years of experience in a technical support, customer service, or IT role.
• Strong problem-solving skills with the ability to analyze and resolve issues efficiently.
• Excellent verbal and written communication skills.
• Familiarity with CRM software and ticketing systems.
• Basic knowledge of networking, databases, and software development processes.
• Ability to work independently and prioritize tasks effectively.

Technologies & Tools

The Associate, Technical Support Analyst role utilizes a variety of technologies and tools, including but not limited to CRM software for ticket management, remote desktop applications for troubleshooting, and collaboration tools like Microsoft Teams and Slack. Familiarity with programming languages such as SQL and troubleshooting software applications is also beneficial, as it aids in understanding client issues more effectively.

Ideal Candidates

Ideal candidates for the Associate, Technical Support Analyst position are proactive individuals with a keen interest in technology and a strong customer service orientation. They should possess the ability to empathize with clients and communicate technical concepts in a user-friendly manner. A good fit will have a detail-oriented mindset, a passion for problem-solving, and the capacity to work well under pressure. Additionally, a willingness to learn and adapt to evolving technology trends will greatly contribute to their success in this role.