Technical Support Analyst

Position Responsibilities and Essential Functions:

• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
• Documents all work via a ticketing system, sets resolution time lines with customers, and keeps customers updated on the status of their requests
• Assesses issues and troubleshoots using technical knowledge and problem solving skills to establish a course of action assuring a timely resolution to customer inquiries
• Must be able to direct and guide customers through resolution of complex technical issues
• Escalates issues beyond scope of current knowledge and then works to fill in those knowledge gaps
• Applies knowledge of CDK case resolution process, policies, and escalation methodology
• Attends training courses as required and stay abreast of evolving technical, internal processes, and industry developments
• Work within a tight team environment and willingly assists team members as needed
• Provides other ad hoc support and duties as assigned
• Works in a fast paced environment with competing priorities

Qualifications and Requirements:

• 1+ year of user support within a technical support capacity
• History in Customer Service
• Must be able to speak English and French
• Experience in a call or technical assistance center
• Excellent customer service skills via phone and in person
• Proven ability to lead by example and affect a positive change among peers

Preferred Attributes and Qualifications:

• Basic Computer skills highly preferred
• Experience using a ticketing System such as Clarify or Salesforce

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.