Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst will play a crucial role at CDK Global by providing remote technical assistance to customers to ensure seamless operations of their software solutions. The individual will be responsible for diagnosing technical issues, guiding users through problem-solving processes, and escalating complex issues as needed. This position requires excellent communication skills and a technical mindset, as it involves direct interactions with clients to enhance their experience with our products and services.

Job Responsibilities

• Provide first-line technical support to clients via phone, email, and chat.
• Diagnose and troubleshoot software issues to restore functionality and ensure client satisfaction.
• Document all client interactions and technical issues in the support ticketing system.
• Work collaboratively with senior technical staff to escalate and resolve complex issues.
• Conduct follow-up communications with clients to ensure issue resolution and maintain service quality.
• Stay updated on product improvements and changes in software application functionalities.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• 1-2 years of experience in technical support or a similar role.
• Strong understanding of computer systems, mobile devices, and other technical components.
• Proficient in troubleshooting and problem-solving with attention to detail.
• Excellent communication skills, both verbal and written.
• Ability to work independently and manage multiple tasks effectively.

Technologies & Tools

This position primarily utilizes support ticketing systems, remote desktop software, and customer relationship management (CRM) tools. Familiarity with various operating systems (Windows, macOS, Linux) and proficiency in troubleshooting software applications are essential. Knowledge of programming or scripting languages may also be beneficial in resolving technical issues efficiently.

Ideal Candidates

The ideal candidate for the Associate, Technical Support Analyst role is someone who possesses a natural curiosity and a proactive approach to problem-solving. A strong desire to assist others and maintain customer satisfaction is critical. Candidates should be adaptable and able to thrive in a fast-paced, remote work environment. Team-oriented individuals who can communicate effectively with diverse clients and colleagues will excel in this role.