Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global plays a crucial role in delivering exceptional technical support to our clients in the automotive industry. This position involves diagnosing and resolving various technical issues, ensuring that our products and services run smoothly. The Analyst will provide timely solutions while maintaining adherence to company protocols and standards, thus contributing to client satisfaction and ongoing relationship management.

Job Responsibilities

• Respond to customer inquiries and technical support requests through multiple channels, including phone, email, and chat.
• Diagnose and troubleshoot software and hardware issues related to CDK Global's products.
• Provide thorough documentation of customer interactions, issues, and resolutions.
• Collaborate with cross-functional teams to escalate and follow up on unresolved technical issues.
• Educate clients on the effective use of CDK Global's products and features.
• Monitor and prioritize support ticket queues to ensure timely resolution.
• Stay updated with product enhancements, updates, and industry trends to offer informed support.

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 problem-solving skills and a customer-oriented mindset.
• Excellent verbal and written communication skills.
• Familiarity with automotive industry products or services is a plus.
• Proficiency in using CRM software and ticketing systems.
• Ability to work independently and collaboratively in a remote environment.

Technologies & Tools

The Associate, Technical Support Analyst will utilize various technologies and tools, including proprietary software platforms developed by CDK Global, customer relationship management (CRM) systems, and ticketing systems like Zendesk or similar frameworks. Familiarity with remote desktop support tools and basic networking concepts will also be essential for effectively diagnosing and resolving client issues.

Ideal Candidates

The ideal candidate for this position will possess a proactive attitude and an analytical mindset, showcasing a genuine interest in problem-solving. Strong interpersonal skills are essential for building rapport with clients and team members alike. The candidate should demonstrate resilience in the face of challenges, remain adaptive to changing situations, and exhibit a commitment to high-quality service delivery. An eagerness to learn and grow within the organization will also make a candidate particularly suitable for this role.