Assoc Technical Support Analyst-CVR at CDK Global in Remote

Summary: CDK Global is a leading provider of cloud-based software to dealerships and OEMs in the automotive industry. They are seeking an Associate Technical Support Analyst to provide primary support to customers, addressing product inquiries and resolving technical issues related to their software solutions. Responsibilities: - 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 Required Qualifications: - 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 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 Required Skills: Technical support experience, Problem solving ability Important Skills: PC skills, Microsoft O/S, ticketing systems Nice-to-Have Skills: Automotive industry experience, PC certifications, Bilingual French, Spanish, communication skills, Teamwork Benefits: Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants., Medical, dental, and vision benefits, Paid Time Off (PTO), 401K Matching Program, Tuition Reimbursement