Associate Technical Support Analyst (Product Support) - Remote

$54,080 - $64,480/Yr

Cdk - Columbus, OH

Full-time - Entry Level

Remote - Columbus, OH

Insurance Carriers and Related Activities

About the position

The Technical Support Professional will provide exceptional customer service for the company's Accounting CRM products, assisting users with product issues and concerns. This role requires a strong technical background and a passion for helping customers, working in a fast-paced environment to resolve problems effectively.

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

• 2-5 years of customer service and product support experience.
• Proficient PC skills, specifically in Windows.
• Ability to learn 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 skills; strong verbal and written communication skills along with prioritization of duties.

Nice-to-haves

• Automotive industry experience
• Accounting background

Benefits

• Medical, dental, and vision benefits
• Paid Time Off (PTO)
• 401K Matching Program
• Tuition Reimbursement