Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst (Remote) at CDK Global will play a pivotal role in providing exceptional technical support to our customers. This position requires a detail-oriented and solution-focused individual who will address customer inquiries, troubleshoot issues, and ensure that our clients make the most of our software and systems. The successful candidate will act as a liaison between our customers and internal teams, maintaining high customer satisfaction while helping to improve processes related to technical support operations.

Job Responsibilities

• Provide first-line technical support for software-related issues, resolving inquiries via phone, email, or chat.
• Assess customer needs and guide them through their inquiries efficiently and effectively.
• Document and track customer interactions in the ticketing system to ensure thorough follow-up and resolution.
• Collaborate with internal teams, including engineering and product management, to escalate complex issues as needed.
• Conduct product demonstrations and provide training resources to enhance user experience and product understanding.
• Stay up-to-date with product updates and industry trends to provide informed support.
• Contribute to the development of support documentation and knowledge base articles.

Qualifications

• Associate degree or equivalent experience in a technical support role; Bachelor's degree preferred.
• 1-2 years of experience in technical support or customer service, preferably in a software environment.
• Strong technical aptitude and ability to learn new technologies quickly.
• Excellent verbal and written communication skills.
• Proficient in using support ticketing systems, CRM software, and Microsoft Office Suite.
• Strong analytical and problem-solving skills.
• Ability to work independently as well as part of a collaborative team.

Technologies & Tools

The Associate, Technical Support Analyst will engage with various technologies and tools to fulfill their responsibilities. The primary software applications include our proprietary CDK Global systems, support ticketing software (e.g., Zendesk, Jira), and remote access tools for troubleshooting. Familiarity with cloud computing platforms and standard office productivity tools such as Microsoft Office Suite is also essential for effective communication and documentation.

Ideal Candidates

The ideal candidate for the Associate, Technical Support Analyst position possesses a customer-centric mindset with a passion for technology and problem-solving. They demonstrate strong interpersonal skills, enabling them to connect with customers effectively and manage their expectations. This individual is highly organized, detail-oriented, and capable of managing multiple tasks while maintaining a positive and professional demeanor. A proactive approach to learning and adapting to new systems and processes will also serve the successful candidate well in this fast-paced environment.