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
Position Summary:
The Support Supervisor oversees a team of Client Technical Analysts providing support to CDK customers. This role manages customer escalations, assists in root cause analysis, and ensures team coverage through proactive scheduling. The supervisor conducts regular team meetings, one-on-one sessions, and oversees training and development. They collaborate with peers for Technical Support representation in new product rollouts and other initiatives, fostering continuous communication.
Key Job Duties & Responsibilities:
- Manage customer escalations and drive root cause solutions.
- Oversee team training and communication of updates.
- Assist in hiring decisions.
- Manage assigned projects.
- Support management decisions and challenge the status quo when needed.
- Provide effective communication.
- Maintain a professional persona with clients.
- Conduct career coaching and write annual appraisals.
- Perform quality reviews and manage to metrics.
- Facilitate change acceptance.
- Support associate growth.
- Ensure high customer satisfaction through surveys.
- Collaborate on projects impacting Technical Support.
- Act as manager on call for rotating weekend shifts.
Knowledge Areas:
- Experience with Windows OS (Word, Excel, Outlook, PowerPoint).
- Basic understanding of computer systems and internet connectivity.
- Strong customer handling, conflict resolution, and problem-solving skills.
- Exceptional communication and interpersonal skills.
- Strong documentation skills.
- Ability to work weekends/evenings.
- Basic knowledge of digital marketing and website optimization.
- Understanding of the automotive industry.
Qualifications / Requirements:
- Technical support experience.
- 5+ years in IT support leadership.
- Bachelor’s degree or equivalent work experience.
- Self-motivated, detail-oriented, and analytical.
- Ability to prioritize in high-pressure environments.
- Experience in collaborative, team-oriented settings.
- PMP certification preferred.
Technical Skills Required:
- Ability to address technical issues and de-escalate situations.
- Familiarity with Five9, Verint, Workday, and Salesforce preferred.
Preferred Qualifications:
- Experience in performance coaching and crucial conversations.
- Managing a team of 12-15 people.
Salary Range: $75K-$90K
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.
