CDK Global · 13 hours ago

Associate Technical Support Analyst

Charlotte, NC

Full-time

Remote

Entry Level

1+ years exp

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No H1B

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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 escalate 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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Cisco CCNA certificationConfiguring network devicesPC skillsWindows environmentMobile devicesTechnical support experienceTicketing system ClarifyTicketing system RemedyTicketing system SalesforcePC certifications A+PC certifications MCDSTPC certifications MCSTFortigate knowledgeZScaler knowledgeWireshark knowledgeMicrosoft O/S knowledgePC hardware knowledgeAutomotive industry experienceBilingual FrenchBilingual Spanish