Technical Support Analyst, Associate
November 26
🇺🇸 United States – Remote
💵 $25 - $28 / hour
⏰ Full Time
🟢 Junior
🟡 Mid-level
📞 Support Engineer
🗽 H1B Visa Sponsor
Description
• Provides primary support to customers encountering problems using the CDK’s products and solutions. • Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. • Facilitates inquiries through systems in order to provide answers to common questions and problems. • Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. • Documents customer information and recurring technical issues to support product quality programs and product development. • 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 parts related 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. • 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.
Requirements
• Associates/Bachelors strongly preferred • Proficient in both hardware and software troubleshooting including PC’s, Printers, Scanners, specifically in Windows and IOS environments. • Ability to learn CDK Parts Application functionality and assist our clients in resolving issues. • 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 • 1 year of experience in product functionality support. • 1 year of PC desktop support or technical support experience with client contact • Knowledge of Microsoft O/S and PC hardware, Printers, Scanners and other peripherals. • Experience using a ticketing Systems such as Salesforce and Clarify. • Knowledge of Unix / Linux / SQL • PC certifications (A+, MCDST or MCST) • Automotive industry experience • Bilingual French or Spanish is a plus.
Benefits
• Paid Time Off (PTO) • 401K Matching Program • Tuition Reimbursement
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