Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global will play a crucial role in delivering exceptional technical support to customers. This position involves diagnosing and troubleshooting hardware and software issues, responding to customer inquiries, and ensuring the effective resolution of technical problems. The ideal candidate will possess strong analytical skills to facilitate in-depth analysis and provide satisfactory solutions while maintaining a high level of customer satisfaction. Remote work flexibility is provided, allowing for a dynamic work-life balance.

Job Responsibilities

• Provide frontline technical support to customers via phone, email, or chat.
• Diagnose and resolve software and hardware issues related to CDK Global products and services.
• Document customer interactions and technical issues using the support ticketing system.
• Work closely with senior technical staff to assist in complex problem resolution.
• Conduct follow-up communications with customers to ensure resolution satisfaction.
• Identify recurring technical issues and suggest improvements for product enhancement.
• Participate in training sessions to improve overall product knowledge and support techniques.
• Adhere to established service level agreements (SLAs) and support best practices.

Qualifications

• Associate's degree or equivalent work experience in a related field.
• Minimum of 1 year experience in a technical support role or customer service environment.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and manage multiple tasks concurrently.
• Familiarity with customer service software and ticketing systems is preferred.

Technologies & Tools

The Associate, Technical Support Analyst will utilize a variety of technologies and tools to fulfill their responsibilities. Key systems may include customer relationship management (CRM) software, ticketing systems for managing support requests, and various remote desktop applications for troubleshooting purposes. Familiarity with CDK Global’s product suite, along with general knowledge of operating systems (Windows, MacOS) and network configurations, is essential for success in this role.

Ideal Candidates

The ideal candidates for the Associate, Technical Support Analyst position possess a strong customer-oriented mindset, demonstrating patience and empathy while assisting clients. They exhibit excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical users. Adaptability and a proactive approach to learning new technologies and troubleshooting methods are vital. Strong analytical and organizational skills will enable them to manage inquiries efficiently while maintaining high standards of service quality.