Associate, Technical Support Analyst (Remote)

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Job Overview

As an Associate Technical Support Analyst at CDK Global, you will play a crucial role in providing exceptional technical support to our clients, ensuring that their software solutions operate smoothly and efficiently. You will be responsible for addressing and resolving customer inquiries through various channels, including phone, email, and chat. In this remote position, you will collaborate with team members to investigate and troubleshoot technical issues, provide training to users, and contribute to the overall customer satisfaction by delivering timely and effective solutions.

Job Responsibilities

• Respond to customer inquiries and technical issues via phone, email, or chat.
• Diagnose and troubleshoot software and hardware problems to provide solutions.
• Document all support interactions, issues, and resolutions in the company's ticketing system.
• Collaborate with other technical teams to escalate complex issues as needed.
• Provide training and guidance to customers on the use of CDK Global products and services.
• Monitor service levels and ensure customer satisfaction is maintained.
• Assist in creating and updating technical documentation and user manuals.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Prior experience in technical support or customer service is preferred.
• Strong understanding of software troubleshooting techniques.
• Excellent communication and interpersonal skills.
• Proficient in using customer support ticketing systems.
• Ability to work independently and manage multiple tasks effectively.
• Basic knowledge of networking concepts and operating systems.

Technologies & Tools

In this position, you will utilize a variety of technologies and tools to provide excellent support to our customers. These include, but are not limited to, customer relationship management (CRM) software, remote desktop applications, ticketing systems for issue tracking, and various internal tools specific to CDK Global's product offerings. Familiarity with databases and software programming languages may also be utilized to enhance troubleshooting efforts.

Ideal Candidates

The ideal candidate for the Associate Technical Support Analyst position at CDK Global will possess a strong customer-centric attitude along with keen problem-solving abilities. Successful individuals will demonstrate patience, empathy, and the capability to handle stressful situations without compromising the quality of service. A proactive nature to learn about and adapt to new technologies is vital, as is the ability to collaborate across departments, facilitating a holistic approach to customer support and satisfaction.