Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global is responsible for providing exceptional technical support to our clients in a remote setting. This position involves troubleshooting a range of software and hardware issues, assisting clients in the resolution of their technical concerns, and ensuring a high level of customer satisfaction. The successful candidate will work closely with cross-functional teams to escalate issues when necessary, analyze problems effectively, and contribute to ongoing service improvement initiatives.

Job Responsibilities

• Provide first-level technical support to clients via phone, email, and chat.
• Troubleshoot, diagnose, and resolve software and hardware issues efficiently.
• Document client interactions and resolutions in the support ticket system.
• Collaborate with other technical teams to escalate complex issues and track resolutions.
• Conduct follow-ups with clients to ensure issues are resolved and their satisfaction is met.
• Assist in training clients on the effective use of CDK Global products and services.
• Contribute to the development of knowledge base articles and training materials.

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 customer service roles.
• Strong understanding of computer systems, mobile devices, and other technologies.
• Excellent verbal and written communication skills.
• Proficient in troubleshooting and problem-solving techniques.
• Ability to work independently in a remote setting with minimal supervision.
• Familiarity with ticketing systems and remote support tools is preferred.

Technologies & Tools

The Associate, Technical Support Analyst will utilize various technologies and software tools to perform their duties effectively. This includes remote desktop applications, ticketing systems like Zendesk or ServiceNow, troubleshooting tools, and customer relationship management (CRM) software. Proficiency in Microsoft Office Suite and familiarity with operating systems such as Windows and macOS is also essential.

Ideal Candidates

Ideal candidates for the Associate, Technical Support Analyst position at CDK Global will possess strong interpersonal skills, allowing them to communicate effectively with clients and team members alike. They should be proactive, detail-oriented, and motivated by a genuine desire to help others. A customer-centric approach, along with the ability to adapt in a fast-paced technical environment, will further enhance their potential for success in this role.