Assoc Technical Support Analyst

CDK Global - Columbus, OH

Full-time - Entry Level

Columbus, OH

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The position involves receiving inbound client and associate inquiries through various channels including phone, web chat, email, and online ticketing systems. The role requires creating case logs, recording information, establishing resolution times, following up on issues, and escalating complex issues as necessary. The individual will assess issues and establish a course of action to guide clients and associates to a timely resolution of their inquiries. Additionally, troubleshooting problems with malfunctioning software applications and recommending corrective actions is a key responsibility. The role also includes directing and guiding clients through the resolution of technical issues, submitting requests for product changes, and applying knowledge of the CDK case resolution process, policies, and escalation methodology. Continuous learning through training courses and staying updated on evolving internal processes and industry developments is expected. The position requires providing customer service and remote support services while applying problem-solving skills, working in a team environment, and assisting team members on various issues. Other ad hoc support and duties may be assigned, and the individual must be able to work in an environment with competing priorities.

Responsibilities

• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
• Creates case logs, records information, establishes resolution time, follows up on issues, and escalates complex issues
• Assesses issues and establishes 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 stays 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 assists team members on various issues
• Provides other ad hoc support and duties as assigned
• Works in an environment with competing priorities

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 skills; strong verbal and written communication skills along with prioritization of duties

Nice-to-haves

• 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

Benefits

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