Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global plays a pivotal role in providing exceptional technical assistance to clients in a remote setting. This position requires a blend of technical acumen and customer service skills to diagnose and resolve technical issues efficiently. The incumbent is responsible for troubleshooting software applications, guiding users through solutions, and ensuring the seamless operation of CDK Global products. Success in this role is measured by the ability to deliver responsive, personalized support that enhances the client experience and fosters long-term relationships.

Job Responsibilities

• Provide technical support to clients via phone, email, and chat, ensuring prompt resolution of inquiries and issues.
• Diagnose and troubleshoot software and hardware problems, documenting solutions in the ticketing system.
• Assist in the configuration and implementation of CDK Global products tailored to client needs.
• Educate clients on software functionality and best practices to optimize their use of products.
• Collaborate with cross-functional teams to escalate more complex issues and ensure timely resolutions.
• Participate in ongoing training to maintain knowledge of product updates and industry trends.
• Contribute to the development of user documentation and FAQs to enhance customer self-service options.

Qualifications

• Associate degree in Computer Science, Information Technology, or related field; Bachelor’s degree preferred.
• 1-2 years of experience in a technical support or help desk role.
• Strong troubleshooting and problem-solving skills with a client-focused approach.
• Familiarity with software applications and basic networking concepts.
• Excellent verbal and written communication skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Proficiency in Microsoft Office Suite and customer support software.

Technologies & Tools

The Associate, Technical Support Analyst will utilize various technologies and tools to facilitate client support and issue resolution. Key software includes the CDK Global suite of applications, ticketing systems for issue tracking, remote desktop tools for diagnostics, and standard office productivity applications such as Microsoft Office. Familiarity with networking tools and basic programming/script languages may enhance support capabilities.

Ideal Candidates

Ideal candidates for the Associate, Technical Support Analyst role possess a blend of technical knowledge and customer service excellence. They demonstrate a proactive approach to problem-solving and exhibit strong communication skills, enabling them to distill complex technical concepts into easily understandable terms for clients. A team-oriented spirit, coupled with a commitment to continuous learning, characterizes the best-fit individuals who thrive in a dynamic and remote work environment.