Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global is responsible for providing first-level technical support and ensuring customer satisfaction through effective troubleshooting and problem resolution. This role involves collaborating with various departments to identify and resolve issues related to software and hardware, while maintaining clear communication with clients. The successful candidate will work remotely, providing timely assistance and solutions to customer inquiries, thereby upholding CDK Global's commitment to outstanding service.

Job Responsibilities

• Provide first-level technical support to customers via phone, email, and chat, addressing queries and offering solutions.
• Diagnose and resolve hardware and software issues, escalating complex problems to higher-level technicians as necessary.
• Document all customer interactions and technical issues in the support ticketing system accurately and efficiently.
• Assist in training new team members on tools and processes relevant to technical support operations.
• Collaborate with product development teams to relay feedback from customers and suggest improvements.
• Stay updated with the latest product releases and troubleshooting techniques to enhance customer support effectiveness.
• Participate in regular team meetings to discuss new issues, share solutions, and improve service quality.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 1-2 years of experience in technical support or a similar role, preferably in a software-related environment.
• Strong understanding of computer systems, mobile devices, and other technologies.
• Excellent problem-solving skills with the ability to troubleshoot technical issues effectively.
• Exceptional communication skills, both verbal and written, with an emphasis on active listening.
• Proficiency in using ticketing systems and remote support tools.
• Ability to work independently and as part of a team in a remote work environment.

Technologies & Tools

In this position, candidates will utilize various technologies and tools, including but not limited to, customer relationship management (CRM) software, remote desktop access applications, ticketing systems for issue tracking, and basic networking tools. Familiarity with operating systems such as Windows and Linux, as well as knowledge of programming languages such as SQL, can greatly enhance the effectiveness of the technical support services provided.

Ideal Candidates

Ideal candidates for the Associate, Technical Support Analyst position will possess a strong customer-centric attitude and demonstrate a genuine passion for helping others. They will be adaptable, with the ability to thrive in a fast-paced environment while managing multiple inquiries efficiently. Strong analytical skills and a keen attention to detail will enable them to address technical concerns effectively. Additionally, possessing a proactive mindset towards learning and growth within the technical support domain will contribute to both personal and organizational success at CDK Global.