Associate Technical Support Analyst (Product Support) - Remote
CDK

Job Info

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Are you a motivated individual with a passion for technology? We are currently seeking a Technical Support Professional to join our team and provide exceptional customer service for our company's Accounting CRM products. As a Technical Support Professional, you will be responsible for assisting users with product issues and concerns, and communicating the necessary steps to resolve problems.Our ideal candidate has a strong technical background and a desire to help customers. If you enjoy working in a fast-paced environment and making a difference in the lives of our customers, we encourage you to apply. This is a great opportunity to join a dynamic team and take your career to the next level.

Position Responsibilities & Essential functions:

• 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

Qualifications & Requirements:

• 2-5 years of Customer service and product support experience.
• Proficient PC skills, specifically in Windows.
• Ability to lean the product functionality and how SaaS software works is required.
• 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

Preferred Attributes:

• Automotive industry experience
• Accounting Background

Hourly Compensation Range: $26.00/Hour - $31.00 /Hour

Internal Mobility Criteria Given the level of training and time required to ensure proficiency in this role, employees will be expected to remain in role for a minimum of 24 months before any internal movement, outside of Customer Care, will be approved. Any employee below this threshold will require approval by Sr. Director or above.

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)
  
• 401K Matching Program
  
• Tuition Reimbursement
  

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.

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