Hybrid Tech Support Analyst - Accounting Solutions

CDK Global

Chicago (IL)

Hybrid

USD 41,000 - 48,000

Full time

9 days ago

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Job summary

CDK Global is seeking a Technical Support Analyst - Accounting to provide primary support for customers using CDK Accounting solutions. This hybrid role requires residence within commutable distance to Hoffman Estates, IL, and offers engagement with a fast-paced, customer-focused team.

You will handle inquiries via phone, chat, and email, document work in a ticketing system, guide customers through complex issues, mentor peers, and participate in ongoing training to stay current with product and

Qualifications

3-4 years of user support or implementation experience in a technical environment.
Experience with CDK Accounting solutions and workflows.
Strong customer service experience.
Must be able to speak English.

Responsibilities

Receives inbound client inquiries via phone, web chat, email, and online ticket.
Documents all work via a ticketing system and sets resolution timelines.
Troubleshoots issues using technical knowledge to resolve customer inquiries.
Directs and guides customers through complex technical resolutions.
Escalates issues beyond current knowledge and fills in gaps.
Mentors and trains baseline support team to improve knowledge.
Attends training and stays updated on product/process changes.
Provides ad hoc support and works in a fast-paced environment.