Associate Technical Support Analyst
November 20
Description
• 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
Requirements
• Associates/Bachelors strongly preferred • Proficient PC skills, specifically in Windows and IOS environments • Knowledge and familiarity with mobile devices (Smartphones/iPads) • Problem solving ability • Strong negotiation skill; strong verbal and written communication skills along with prioritization of duties • 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
• Medical, dental, and vision benefits • Paid Time Off (PTO) • 401K Matching Program • Tuition Reimbursement
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