Assoc Technical Support Analyst

Remote Position – USA

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. Visit www.cdkglobal.com

At CDK Global, we are focused on connections that allow us to deliver world-class software, support, and data insights. Our values define who we are and how we show up for each other, our customers, and our communities. Our values: Stay Curious, Own It, Be Open, Create Possibilities

Responsibilities

• Follow all CDK Global policies and procedures

• Complete all mandatory assigned compliance tasks and acknowledgements

• Meet or exceed all performance expectations

• 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, webchat, 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

Qualifications

• 4 years of PC desktop or technical support experience with client contact (outside CDK) OR 2 years of CDK product application/technology experience OR 1-2 years as A TSA

• Ability to absorb and apply new concepts in a timely manner

• Ability to apply knowledge to real world scenarios

• Ability to be flexible with regards to shifting priorities and projects

• Functions effectively within a team environment

• Handles high stress interactions and situations and is able to de-escalate appropriately using empathy

• Ownership of skill development/ self training

• Responds 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 completion of tasks to a definite deadline

• Strong work ethic; works outside of assigned tasks to help the rest of the support team

• 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 taking ownership of all issues reported, ability to drive issues to closure contingent on client satisfaction

• Take ownership for issues while handling client and internal communication

• Ability to identify and escalate product/service defects

• Ability to engage with cross functional teams to find resolutions

• Ability to quickly assimilate most problems and develop a resolution strategy

• Able to independently resolve majority of issues in the primary and beginning to show independence in ancillary products/services, systems and hardware levels

• Basic Cross-application integration knowledge

• Experience using CDK or other issue ticketing system such as SalesForce, Clarify, Remedy, or Footprints

• Analytical, organizational and time management skills

• Articulates business concerns to Support Management

Preferred Qualifications

• Bachelors degree

• Knowledge of Microsoft O/S and/or PC hardware, Microsoft Printing, Active X controls, or Mobile devices (Smartphones/iPads)

• Automotive industry experience

• Comfortable and effective in knowledge sharing (eg, trainer, SME, presentations)

• Strong internal drive and initiative to grow self and team members

• Intermediate knowledge of Unix / Linux / SQL as needed for application/technology

• Basic Project Management skills

Physical Requirements

• Operate Computer Hardware and Other Office Equipment: Constantly​

• Repetitive Motion: Constantly​

• Position and Move Items: ​​Seldom

• Physical Demands: ​​Up to 15 pounds​

• Remain in a Stationary Position: Constantly​

• Move About: Seldom

• Adjust Posture for Movement: Seldom

• Ascend and Descend: Seldom

• Observe or Inspect Details: Constantly​

• Communicate Information and Ideas so that Others will Understand: Constantly​

• Exposure to Outdoor Weather Conditions: Seldom

• Detects Auditory Cues: Frequently

• Exposure to Confined Spaces: Seldom

• Operate a Vehicle Safely: Seldom

• Ability to Navigate Airports, Transportation, and/or Other Travel Related Tasks: Seldom

Salary Range: $22.00 to $25:00

Internal Mobility Criteria

Given the level of training and time required to ensure proficiency in this role, employees will be expected to remain in role for a minimum of 24 months before any internal movement, outside of Customer Care, will be approved. Any employee below this threshold will require approval by Sr. Director or above.

*Non-discrimination clause

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

CDK retains the right to change or assign other duties to this position as needed.

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans. We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)
• 401K Matching Program
• Tuition Reimbursement

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.