Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global will play a crucial role in delivering exceptional customer support to ensure optimal performance of our software solutions. This position involves troubleshooting complex technical issues, providing timely resolutions, and engaging effectively with clients to support their needs. The candidate will work closely with various internal teams to facilitate communication and ensure customer satisfaction while promoting a positive user experience.

Job Responsibilities

• Provide first-line support for customer inquiries related to software issues and technical problems.
• Troubleshoot and resolve software and hardware issues in a timely manner.
• Document and track support requests using internal ticketing systems.
• Escalate unresolved issues to senior technical staff and liaise with them for resolutions.
• Conduct follow-ups with customers to ensure satisfaction after issue resolution.
• Assist in the development of user tutorials and help documentation.
• Participate in team meetings and contribute to improving support processes.

Qualifications

• Associate's degree in Computer Science, Information Technology, or a related field preferred.
• 1-2 years of experience in a technical support or IT support role.
• Proficient in troubleshooting software and hardware issues.
• Strong problem-solving skills and ability to work under pressure.
• Excellent communication skills, both verbal and written.
• Familiarity with customer support ticketing systems and tools.
• Ability to work independently and in a team-oriented environment.

Technologies & Tools

The Associate, Technical Support Analyst will utilize a variety of technologies and software tools to enhance support operations. This includes CRM systems for ticket management, remote support tools for troubleshooting, and various diagnostic software to identify client issues efficiently. Familiarity with cloud-based applications and familiarity with operating systems such as Windows and macOS will be advantageous.

Ideal Candidates

The ideal candidate for this position possesses a customer-centric mindset, strong analytical skills, and a passion for technology. They should demonstrate a proactive approach to problem-solving and show the ability to learn quickly in a fast-paced environment. An adept communicator, the candidate must be able to convey technical information clearly and effectively, maintaining professionalism at all times. A collaborative spirit and a keen sense of empathy towards customer issues will greatly enhance their ability to excel in this role.