Accounting Tech Support Analyst — Hybrid, Mentor Role

CDK Global; Hoffman Estates (IL); Hybrid; USD 41.000 - 48.000; Vollzeit

Zusammenfassung

CDK Global is seeking a Technical Support Analyst - Accounting to provide primary support for CDK Accounting solutions. You will handle inbound inquiries via phone, chat, and email, document all work, and troubleshoot complex technical issues to ensure timely resolutions.

The role emphasizes mentoring teammates, working in a fast-paced environment, and participating in ongoing training to stay current with product and process updates.

Qualifikationen

• Experience in a technical support or field service environment is required.
• Strong customer service skills via phone and in person.

Aufgaben

• Handle inbound client inquiries via phone, web chat, email, and tickets.
• Document work in ticketing system and set resolution timelines with customers.
• Troubleshoot issues using technical knowledge to resolve inquiries promptly.
• Guide customers through resolving complex technical problems.
• Escalate when needed and follow up to close gaps in knowledge.
• Mentor and train junior team members to improve product/process knowledge.
• Attend trainings and stay updated on product, processes and industry developments.

Kenntnisse

Customer service

Leadership

Mentorship

Troubleshooting

Tools

Clarify

Salesforce

Ticketing system

Jobbeschreibung

CDK Global is seeking a Technical Support Analyst - Accounting to provide primary support for CDK Accounting solutions. You will handle inbound inquiries via phone, chat, and email, document all work, and troubleshoot complex technical issues to ensure timely resolutions.

The role emphasizes mentoring teammates, working in a fast-paced environment, and participating in ongoing training to stay current with product and process updates.