Associate, Technical Support Analyst (Remote)

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Written by AI from the job title and company, not by CDK Global, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Associate, Technical Support Analyst at CDK Global is responsible for providing exceptional technical support and solutions to customers in a remote capacity. This role includes diagnosing and resolving client issues, addressing inquiries regarding software functionality, and ensuring optimal use of products. The successful candidate will collaborate with internal teams to facilitate seamless service delivery and maintain high levels of customer satisfaction.

Job Responsibilities

• Resolve technical inquiries and issues presented by customers via phone, email, or chat.
• Assist in the installation, configuration, and troubleshooting of CDK software and related applications.
• Document support interactions and maintain accurate records in the support ticketing system.
• Collaborate with product development and engineering teams to communicate customer feedback and identify areas for improvement.
• Provide training resources and guidance to customers in order to enhance their understanding of product features.
• Identify recurring issues and contribute to the development of troubleshooting guides and best practice documentation.
• Stay updated on product updates and industry trends to provide informed support.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Minimum of 1 year of experience in technical support or customer service role.
• Strong problem-solving skills and ability to think critically under pressure.
• Excellent verbal and written communication skills.
• Familiarity with troubleshooting software issues and providing technical assistance.
• Basic understanding of networking concepts and database management.
• Ability to work independently and manage time effectively in a remote work environment.

Technologies & Tools

The Associate, Technical Support Analyst will utilize a variety of technologies and tools such as Customer Relationship Management (CRM) platforms, remote desktop applications, ticketing systems, and standard office productivity software. Proficiency in these tools is essential to effectively manage support requests and provide timely solutions to customer issues.

Ideal Candidates

Ideal candidates for the Associate, Technical Support Analyst position will possess a strong customer-oriented mindset, a passion for technology, and the ability to empathize with clients' needs. They should exhibit professionalism and patience in their interactions and be committed to continuous learning. The ability to handle multiple tasks efficiently while maintaining accuracy and attention to detail is crucial for success in this role.