Technical Support Analyst
Job ID: JR1916
Category: Service and Support
Job Function: Customer Service – Field Support
Location: London, ON
The Technical Support Analyst provides primary support to customers encountering problems using CDK Heavy Equipment's Dealership Management Software (IntelliDealer DMS). Assisting customers with product “how to” and technical break/fix inquiries via telephone or in written internet-based email or chat sessions. Takes ownership for each customer inquiry and works with the team to find resolutions to the extent of their knowledge. Participates in group chat rooms and openly shares knowledge within the team. You'll be part of an inclusive hybrid team and have continuous opportunities to enhance your skills and you'll begin a career that can take you anywhere!
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:
Excellent customer service skills via phone and in person
Experience in a call or technical assistance center supporting proprietary software and transactions
3-4 years of user support or implementation experience within a software support organization or training organization
Proven ability to lead by example and affect a positive change among peers
An entry level of understanding of equipment or automotive dealership operations and accountings is an asset.
Preferred Attributes and Qualifications:
Associate Degree or commensurate experience
3-4 year of software support experience with client contact
Knowledge of PC hardware and software and mobile devices (Smartphones/iPads)
Experience using a ticketing system such as Clarify, Remedy, or Footprints
Knowledge of Unix / Linux / SQL
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.