Assoc Technical Support Analyst at CDK in Columbus, Ohio

Job Description:

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:


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


PREFERRED ATTRIBUTES & Qualifications:


1 year of PC desktop support or technical support experience with client contact


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


Experience using a ticketing System such as Clarify, Remedy, or Footprints


Knowledge of Unix / Linux / SQL


PC certifications (A+, MCDST or MCST)


Automotive industry experience


Bilingual French or Spanish



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. Apply Now