Assoc Technical Support Analyst

Remote Position - USA

About US

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance. Visit www.cdkglobal.com

At CDK Global, we are focused on connections that allow us to deliver world-class software, support, and data insights. Our values define who we are and how we show up for each other, our customers, and our communities.  Our values: Stay Curious, Own It, Be Open, Create Possibilities

Position Summary

Provides primary support to customers encountering problems using the CDK’s products and solutions. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Facilitates inquires through systems in order to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Documents customer information and recurring technical issues to support product quality programs and product development

Responsibilities

• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket

• Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues

• Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry

• Troubleshoots problems with malfunctioning software applications and recommends corrective action

• Directs and guides clients through resolution of technical issues

• Submits requests for product changes and other custom programming updates

• Practically applies knowledge of CDK case resolution process, policies, and escalation methodology

• Attends training courses as required and stay abreast of evolving internal processes and industry developments

• Provides customer service and remote support services and applies problem solving skills

• Works in a team environment and assist team members on various issues

• Provides other ad hoc support and duties as assigned

• Works in an environment with competing priorities

Qualifications

• Proficient PC skills, specifically in Windows and IOS environments

• Knowledge and familiarity with mobile devices (Smartphones/iPads)

• Ability to document, track and monitor a problem/issue to a timely resolution

• Problem solving ability

• Strong negotiation skill; strong verbal and written communication skills along with prioritization of duties

Preferred Qualifications

• Associates/Bachelors strongly preferred

• 1 year of PC desktop support or technical support experience with client contact

• Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads)

• Experience using a ticketing System such as Clarify, Remedy, or Footprints

• Knowledge of Unix / Linux / SQL

• PC certifications (A+, MCDST or MCST)

• Automotive industry experience.

• Service related applications with Dealerships

• Bilingual French or Spanish

Hourly Compensation Range: $25.00/Hour to $30.00/Hour

Internal Mobility Criteria

Given the level of training and time required to ensure proficiency in this role, employees will be expected to remain in role for a minimum of 24 months before any internal movement, outside of Customer Care, will be approved.

Any employee below this threshold will require approval by Sr. Director or above.

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certificat