About Us :
CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance.
The Technical Support Analyst provides primary support to customers encountering problems using CDK's products and solutions (CDK Parts, CDK Service, CDK Systems, and CDK elead applications).
- Responds to customer product inquiries via telephone, email or ecases. Facilitates inquiries through systems in order to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance, or product/service application or compatibility matters.
- Documents customer information and recurring technical issues to support product/service quality programs and product development. Is a mentor and SME for peers and other cross-application teams.
- Provides customer service by applying problem-solving and troubleshooting skills to assess issues and establish a course of action to guide the requestor to timely resolution of inquiries that come in via phone, chat, email, and online ticket.
- Applies knowledge of CDK case resolution process, policies, case management, service level management, defect/PCR process, and escalation methodology using other departments as needed
- Uses superior customer service skills, keeping a positive, caring, can-do attitude and by keeping all appropriate parties updated to resolution, especially critical client issues
- Provides other ad hoc support and duties as assigned, including providing support for other staff functions or special projects as necessary and attends training courses as required, and stays abreast of evolving internal processes and industry developments.
- Provides "on-site" support, training and/or consultation for customers as requested.
- Acts as a Subject Matter Expert with User Workflows in their primary application as assigned (To assist in training and new hire onboarding), allowing them to effectively mentor peers and is seen as a "go-to" employee for product/service knowledge.
- Develops a productive working relationship with Sr. TSAs; to the point they can be a backup, based on need.
- Develops knowledge of a secondary application at a productive level through available training and one's own initiative.
Skills:
- CCNA or 2+ years experience troubleshooting network equipment (routers, switches,)
- Ability to handle high-stress interactions and situations and is able to de-escalate appropriately using empathy
- Ability to own skill development/self-training
- Ability to respond effectively to mentor/coach feedback
- Strong communication skills with peers as well as clients, both oral as well as written
- Strong customer service skills
- Time management and ability to complete tasks to a definite deadline
- Strong work ethic; displays the drive to learn new features or troubleshoot methods for their primary application
- Ability to engage and resolve critical problems quickly and efficiently
- Exemplary case documentation as well as strong interaction quality
- Ability to work as a team member with limited supervision
- Proven track record of takin ownership of all issues reported, ability to drive issues to closure contingent on client satisfaction
- Take ownership of issues while handling client and internal communication
- Ability to identify and escalate product/service defects
Qualifications:
- Bachelor's Degree
- CCNA or 2+ years experience troubleshooting network equipment (routers, switches,)
- Knowledge of Microsoft O/S and/or PC hardware, Microsoft printing, Active X controls, or Mobile devices (Smartphones/iPads)
- Strong internal drive and initiative to grow self and team members
- Automotive industry experience
- Intermediate knowledge of Unix/Linux/SQL as needed for application/technology
- Basic project management skills
- Comfortable and effective in knowledge sharing
