Remote Technical Support Analyst – SaaS for Automotive

CDK Global; United States; Remote; USD 36,000 - 41,000; Full time

Benefits offered by this job

Paid Time Off

401K Matching Program

Tuition Reimbursement

Job summary

CDK Global is seeking a Remote Customer Support Specialist to assist users of our cloud-based dealership software across the United States. You will respond to inquiries via phone, email, and chat, diagnose issues, and guide customers toward timely resolutions while documenting cases in our ticketing system.

Responsibilities include operating in a fast-paced environment, escalating complex problems, and staying current with product updates.

Qualifications

• 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

Responsibilities

• 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 escalates 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 skillsWorks 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

Skills

Communication skills

Negotiation

Problem solving

Prioritization

Written communication

Education

Associate's or Bachelor's degree preferred

Tools

Windows OS

iOS environments

Mobile devices

Unix/Linux

SQL

Ticketing systems (Clarify/Remedy/Footprints)

PC hardware knowledge

A+/MCSD/MCST certifications

Job description

CDK Global is seeking a Remote Customer Support Specialist to assist users of our cloud-based dealership software across the United States. You will respond to inquiries via phone, email, and chat, diagnose issues, and guide customers toward timely resolutions while documenting cases in our ticketing system.

Responsibilities include operating in a fast-paced environment, escalating complex problems, and staying current with product updates.