Associate, Technical Support Analyst (Remote)

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Job Overview

As an Associate, Technical Support Analyst at CDK Global, you will play a crucial role in ensuring the delivery of unparalleled technical support to our clients. In this remote position, you will be responsible for diagnosing and resolving software issues, managing support tickets, and maintaining client relationships. Your expertise and communication skills will be vital in providing timely solutions and guidance, contributing to an exceptional client experience within our dynamic team environment.

Job Responsibilities

• Respond to customer inquiries and technical support requests via phone, email, and chat.
• Understand and troubleshoot software issues reported by clients, documenting relevant information in the support ticketing system.
• Analyze trends in support requests and collaborate with senior analysts to suggest process improvements.
• Provide ongoing training and knowledge-sharing support to clients on software updates and features.
• Assist in the creation and maintenance of technical documentation and FAQs for internal use and client resources.
• Work collaboratively with cross-functional teams to escalate unresolved issues and provide holistic solutions.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• 1-2 years of experience in a technical support role or customer service environment.
• Strong understanding of computer systems, software, and troubleshooting methodologies.
• Excellent verbal and written communication skills, with the ability to convey complex technical concepts clearly.
• Proficient with support ticketing systems and remote support tools.
• Ability to multitask, manage time effectively, and meet deadlines in a fast-paced environment.

Technologies & Tools

The Associate, Technical Support Analyst will utilize various technologies and tools to effectively perform their role, including support ticketing systems such as Zendesk or JIRA, remote desktop assistance software such as TeamViewer or LogMeIn, and communication platforms like Slack and Microsoft Teams. Familiarity with various operating systems (Windows, MacOS) and software applications relevant to CDK Global's offerings will also be advantageous.

Ideal Candidates

The ideal candidate for the Associate, Technical Support Analyst position at CDK Global is someone who possesses a strong technical aptitude paired with outstanding interpersonal skills. They should demonstrate a proactive attitude towards problem-solving and be highly motivated to assist clients in achieving their goals. A detail-oriented mindset and the ability to remain calm under pressure are essential traits for success in this fast-paced role. Additionally, a commitment to continuous learning and adapting to new technologies will thrive in our innovative environment.