Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global is responsible for providing exceptional technical support to our clients by diagnosing issues, guiding users through solutions, and ensuring a positive customer experience. This role plays a pivotal part in maintaining customer satisfaction and loyalty by addressing and resolving technical concerns efficiently. The Analyst will work remotely, collaborating with various teams to enhance product functionality and improve overall service delivery, contributing to the continuous growth and innovation within the organization.

Job Responsibilities

• Provide first-level technical support to clients via phone, email, and chat.
• Diagnose and troubleshoot software issues on client systems.
• Assist clients with product functionalities and provide step-by-step guidance.
• Document all interactions and technical resolutions in the support system.
• Collaborate with senior support staff and other departments to escalate complex issues.
• Participate in training and professional development to enhance technical knowledge.
• Contribute to creating knowledge base articles and customer resources.

Qualifications

• Associate's degree in Computer Science, Information Technology, or a related field.
• 1-2 years of experience in technical support or relevant IT role.
• Solid understanding of computer systems, networks, and software applications.
• Excellent communication and interpersonal skills.
• Ability to troubleshoot technical issues effectively and efficiently.
• Experience with help desk software and remote desktop applications.
• Strong organizational skills and attention to detail.

Technologies & Tools

The Associate, Technical Support Analyst will utilize various software applications and tools, including help desk support platforms, ticketing systems, remote access software, and collaboration tools to effectively resolve customer inquiries and manage technical issues. Familiarity with Microsoft Office Suite and other common business applications is essential for providing comprehensive support.

Ideal Candidates

Ideal candidates for this position possess a strong commitment to customer service and demonstrate a proactive approach to problem-solving. They should exhibit patience and empathy in understanding client issues, coupled with a willingness to learn and adapt to constantly evolving technologies. Successful Analysts are detail-oriented, efficient multi-taskers who thrive in a team-oriented and dynamic work environment.