Assoc Technical Support Analyst

CDK Global Inc. Destin , FL 32540

Posted 2 months ago

Job Title: Assoc Technical Support Analyst

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

Position Responsibilities & Essential functions

  • 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 & Requirements

  • Associates/Bachelors strongly preferred

  • 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 ATTRIBUTES & Qualifications

  • 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

  • Bilingual French or Spanish

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Assoc Implementation Specialist

CDK Global Inc.

Posted 2 weeks ago

VIEW JOBS 1/13/2022 12:00:00 AM 2022-04-13T00:00 Position Summary The Assoc Implementation Specialist is responsible to effectively and efficiently deploy CDK software to our customers working as a key member of the installation team and to train all customers' users either remotely or onsite. Position Responsibilities & Essential functions * Provide technical subject matter expertise by engaging with Client Implementation Manager (CIM) to understand business requirements, identify product and product setup requirements to achieve the agreed contractual aims. This includes verifying that the technical solution sold to the client is installable as sold and providing feedback to the CIM on technical gaps and risks. * Guide and advise the customer in terms of best practice operational processes and system usage practices to achieve best ROI for the selected product set * Establish (working with the CIM) the base software installation pack and configure the system to operate as expected. * Perform system integration testing where necessary to ensure the solution delivers what 's expected by the client * Manage and execute data migration activities (if required) to ensure the existing customer data is imported, validated and signed off by the customer prior to go-live * Verify with the client through UAT that the system is configured correctly * Execute the cut-over to production on the agreed go-live date * Provide on-site support to end users to guide, advice, train and verify that users are able to undertake their role using the products * Based on business experience and knowledge make best practice recommendations to the CDK configurations and/or client process to maximize client utilization and business results * Collaborate with the CIM and Sales to propose additional CDK software and business solutions to the client based on solid knowledge of the clients processes and business requirements * Escalate to client manager any issues with client engagement during testing and training, or any issues that could derail project success Qualifications & Job Requirements * Automotive dealership experience preferred * Bachelor's degree or equivalent experience preferred * Experience with executing customer-facing implementation or product delivery projects * Demonstrated experience managing multiple priorities and balancing competing priorities. * Excellent interpersonal/communication and presentation skills * Ability to travel 75% of the time PREFERRED ATTRIBUTES & Qualifications * Strong interpersonal soft skills (setting/managing expectations, conflict resolution, etc) * Ability to consult and collaborate cross-functionally with other departments * Ability to handle increasingly high volume of work in a fast paced, deadline driven environment in a calm manner At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact. CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law. Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants. CDK Global Inc. Destin FL

Assoc Technical Support Analyst

CDK Global Inc.