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.

Position Overview

The Associate, Technical Support Analyst at CDK Global plays a crucial role in providing top-tier technical assistance to our valued clients. This remote position entails diagnosing and resolving technical issues, ensuring a seamless experience with our software solutions. The incumbent will collaborate with various teams to enhance product performance and contribute to ongoing improvements while maintaining strong communication with clients to ensure satisfaction and understanding of technical procedures.

Job Responsibilities

• Respond to customer inquiries and technical issues via phone, email, or chat in a timely and professional manner.
• Diagnose and troubleshoot software and hardware issues, providing effective solutions to maintain customer satisfaction.
• Document all interactions and resolutions in the support ticketing system to track customer issues accurately.
• Collaborate with engineering and development teams to relay customer feedback and suggest product enhancements.
• Conduct follow-ups with customers to ensure the resolution of their issues and overall satisfaction with the service provided.
• Provide guidance and training to customers on how to effectively use CDK Global products and services.
• Stay up to date with the latest product updates and technical advancements within the industry.

Qualifications

• Associate's degree or equivalent experience in computer science, information technology, or a related field.
• 1-2 years of experience in technical support or a similar role.
• Strong knowledge of computer systems, hardware, and software applications.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Exceptional verbal and written communication skills, with a focus on customer service.
• Proficient in using support ticketing and remote desktop tools.
• Ability to work independently and manage multiple tasks in a remote environment.

Technologies & Tools

The Associate, Technical Support Analyst will utilize various technologies and tools to fulfill their responsibilities effectively. These include customer relationship management (CRM) software, support ticketing systems, remote desktop applications, as well as standard office software such as Microsoft Office Suite. Familiarity with programming languages and database management tools may also be beneficial for troubleshooting complex technical issues.

Ideal Candidates

The ideal candidates for this position will possess a strong technical aptitude combined with a passion for customer service. They should be proactive in identifying problems, keen on learning new technologies, and adaptable to fast-paced environments. Effective communication, patience, and empathy are essential traits that will enable them to handle customer concerns efficiently and enhance the overall customer experience.