Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst is a pivotal role at CDK Global, primarily responsible for providing high-quality technical assistance and support to our clients. This position involves troubleshooting technical issues, resolving customer inquiries, and ensuring that clients have a seamless experience with our software solutions. The ideal candidate will demonstrate strong analytical skills, diligence in problem resolution, and the ability to effectively communicate complex information to a varied audience.

Job Responsibilities

• Provide first-level technical support, handling customer inquiries and diagnosing software issues.
• Utilize ticketing systems to track reported issues and document resolutions in a clear and concise manner.
• Collaborate with internal teams to escalate complex issues and ensure resolution in a timely fashion.
• Perform routine software maintenance including upgrades, installations, and patches.
• Assist in training users on software functionality and best practices to maximize product value.
• Stay updated on software changes, new features, and industry trends to provide customers with the most current information.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Minimum of 1 year experience in technical support or a client-facing role.
• Strong understanding of software applications, troubleshooting techniques, and customer service principles.
• Excellent verbal and written communication skills.
• Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.
• Familiarity with ticket management systems and remote desktop tools is a plus.

Technologies & Tools

The Associate, Technical Support Analyst will engage with various technologies and tools, including but not limited to customer relationship management (CRM) software, ticketing systems such as Zendesk or ServiceNow, remote support software, and Microsoft Office Suite. Familiarity with database management and basic scripting knowledge may also be beneficial for troubleshooting technical issues.

Ideal Candidates

The ideal candidate for this position will exhibit a passion for technology and a commitment to customer satisfaction. Essential characteristics include a proactive attitude towards problem-solving, the ability to work independently and as part of a team, and excellent interpersonal skills to build rapport with customers. Candidates should display strong analytical thinking, be detail-oriented, and demonstrate a willingness to learn continuously in a dynamic environment.