Remote Technical Support Analyst — SaaS Helpdesk

CDK Global, LLC; Ohio; Híbrido; USD 36 000 - 41 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Paid Time Off (PTO)

401K Matching Program

Tuition Reimbursement

Medical benefits

Dental benefits

Vision benefits

Resumo da oferta

CDK Global is seeking a remote Customer Support Engineer to assist customers using CDK products. You will answer inquiries via phone, email, or chat, log cases, and guide users toward timely resolutions. Ideal candidates have strong problem solving, good written and verbal communication, and familiarity with Windows, iOS, mobile devices, and ticketing systems.

Automotive industry experience is a plus. The role offers competitive pay, benefits, and a collaborative team environment with ongoing

Qualificações

• Associates/Bachelors strongly preferred.
• Proficient PC skills, Windows and IOS environments.
• Knowledge of mobile devices (Smartphones/iPads).
• Ability to document, track and monitor a problem/issue to a timely resolution.
• Problem solving ability.
• Strong negotiation, verbal and written communication skills with prioritization of duties.

Responsabilidades

• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket.
• Creates case logs, records information, establish resolution time, follow up on issues, and escalate complex issues.
• Assesses issues and guides client to timely resolution of inquiry.
• Troubleshoots problems with malfunctioning software and recommends corrective actions.
• Directs and guides clients through resolution of technical issues.
• Submits requests for product changes and other updates.
• Attends training and stays current with processes and industry developments.
• Provides customer service and remote support with problem-solving skills.
• Works in a team environment and assists team members on various issues.

Conhecimentos

Windows & iOS

Mobile devices

Documentation & tracking

Problem solving

Communication skills

Negotiation

Formação académica

Associates/Bachelors strongly preferred

Ferramentas

Clarify/Remedy/Footprints

Unix/Linux/SQL

A+ / MCSE / MCST

Descrição da oferta de emprego

CDK Global is seeking a remote Customer Support Engineer to assist customers using CDK products. You will answer inquiries via phone, email, or chat, log cases, and guide users toward timely resolutions. Ideal candidates have strong problem solving, good written and verbal communication, and familiarity with Windows, iOS, mobile devices, and ticketing systems.

Automotive industry experience is a plus. The role offers competitive pay, benefits, and a collaborative team environment with ongoing