Assoc Technical Support Analyst
CDK

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

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, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)
  
• 401K Matching Program
  
• Tuition Reimbursement
  

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.

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