Associate Technical Support Analyst - Drive Service

CDK Global; Columbus (OH); Remote; USD 36,000 - 41,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

PTO

401K Matching Program

Tuition Reimbursement

Job summary

CDK Global is seeking a remote Customer Support Technician to assist customers using our cloud-based SaaS products. You will respond to inquiries via phone, email, or chat, log cases, and guide clients to timely resolutions while documenting recurring issues to support quality programs.

Ideal candidates have 1 year of PC desktop support experience, strong problem-solving skills, and proficiency with Windows/iOS and mobile devices. Occasional collaboration with cross-functional teams is expected.

Qualifications

• Associates/Bachelors strongly preferred.
• Experience with PC hardware and Microsoft OS is preferred.
• Experience with ticketing systems and customer support.
• Bilingual in French or Spanish is a plus.

Responsibilities

• Responds to customer inquiries via phone, web chat, email, or ticket.
• Creates case logs, records information, and tracks resolution time.
• Assesses issues and guides clients to timely resolution.
• Troubleshoots software issues and recommends corrective action.
• Documents issues for product quality and development.
• Works in a team and handles multiple priorities.

Skills

Windows & iOS proficiency

Mobile devices

Problem solving

Verbal & written communication

Negotiation skills

Bilingual French or Spanish

Education

Associates/Bachelors degree preferred

Tools

Clarify ticketing system

Remedy

Footprints

Unix/Linux/SQL

Microsoft Office

Job description

This is a remote opportunity, candidates can be located anywhere in the US

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.

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 inquiries 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 elevate 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 / SQLPC certifications (A+, MCDST or MCST)
• Automotive industry experience
• Bilingual French or Spanish

Compensation

$26.00/hour - $30.00/hour

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.

Benefits

• Medical, dental, and vision benefits
• Paid Time Off (PTO)
• 401K Matching Program
• Tuition Reimbursement

Company Culture

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.

Equal Opportunity Employer

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 must be legally authorized to work in the United States without the need for current or future employment-based visa sponsorship.

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. CDK retains the right to change or assign other duties to this position as needed.