Be an early applicantLess than 25 applicants

Company

CDK Global · 5 hours ago

Technical Support Analyst

United States

Full-time

Remote

Mid Level

$27/hr - $35/hr

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AutomotiveDigital Marketing

H1B Sponsor Likely

Hiring Manager

Nour Kharisat

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Responsibilities

Responds to customer product inquiries via telephone, email or ecases.

Facilitates inquiries through systems in order to provide answers to common questions and problems.

Resolves customer concerns raised during installation, operation, maintenance, or product/service application or compatibility matters.

Documents customer information and recurring technical issues to support product/service quality programs and product development.

Is a mentor and SME for peers and other cross-application teams.

Provides customer service by applying problem-solving and troubleshooting skills to assess issues and establish a course of action to guide the requestor to timely resolution of inquiries that come in via phone, chat, email, and online ticket.

Applies knowledge of CDK case resolution process, policies, case management, service level management, defect/PCR process, and escalation methodology using other departments as needed.

Uses superior customer service skills, keeping a positive, caring, can-do attitude and by keeping all appropriate parties updated to resolution, especially critical client issues.

Provides other ad hoc support and duties as assigned, including providing support for other staff functions or special projects as necessary and attends training courses as required, and stays abreast of evolving internal processes and industry developments.

Provides 'on-site' support, training and/or consultation for customers as requested.

Acts as a Subject Matter Expert with User Workflows in their primary application as assigned (To assist in training and new hire onboarding), allowing them to effectively mentor peers and is seen as a 'go-to' employee for product/service knowledge.

Develops a productive working relationship with Sr. TSAs; to the point they can be a backup, based on need.

Develops knowledge of a secondary application at a productive level through available training and one's own initiative.

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.

Technical SupportCDK ApplicationsTicketing systemsUnix/Linux/SQLAutomotive Industry ExperienceMicrosoft O/S KnowledgePC Hardware KnowledgeMobile Devices KnowledgeProject Management

Required

Bachelor's Degree

Ability to function effectively within a team environment

Ability to handle high-stress interactions and situations and is able to de-escalate appropriately using empathy

Ability to own skill development/self-training

Ability to respond effectively to mentor/coach feedback

Strong communication skills with peers as well as clients, both oral as well as written

Strong customer service skills

Time management and ability to complete tasks to a definite deadline

Strong work ethic; displays the drive to learn new features or troubleshoot methods for their primary application

Ability to engage and resolve critical problems quickly and efficiently

Exemplary case documentation as well as strong interaction quality

Ability to work as a team member with limited supervision

Proven track record of taking ownership of all issues reported, ability to drive issues to closure contingent on client satisfaction

Take ownership of issues while handling client and internal communication

Ability to identify and escalate product/service defects

Ability to engage with cross-functional team to find resolutions

Ability to quickly assimilate more problems and develop a resolution strategy

Ability to independently resolve the majority of issues in the primary and beginning to show independence in ancillary products/services, systems, and hardware levels

Basic cross-application integration knowledge

Experience using CDK or other issue ticketing systems such as Salesforce, Clarify, Remedy, or Footprints.

Analytical, organizational and time management skills

Articulates business concerns to Support Management

Knowledge of Microsoft O/S and/or PC hardware, Microsoft printing, Active X controls, or Mobile devices (Smartphones/iPads)

Strong internal drive and initiative to grow self and team members

Automotive industry experience

Intermediate knowledge of Unix/Linux/SQL as needed for application/technology

Basic project management skills

Comfortable and effective in knowledge sharing.

Company

CDK Global

Glassdoor

3.0

CDK Global is an automotive retail company that offers integrated data and technology solutions for dealers and auto manufacturers.

Founded in 1972

Hoffman Estates, Illinois, USA

5001-10000 employees

https://www.cdkglobal.com

H1B Sponsorship

CDK Global has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (13)

2022 (40)

2021 (63)

2020 (38)