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 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.
Practically applies knowledge of CDK case resolution process, policies, and escalation methodology.
Attends training courses as required and stay 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 assist team members on various issues.
Provides other ad hoc support and duties as assigned.

Requirements

Associates/Bachelors strongly preferred
Proficient PC skills, specifically in Windows and IOS environments
Knowledge and familiarity with mobile devices (Smartphones/iPads)
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 PC desktop support or technical support experience with client contact
Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads)
Experience using a ticketing System such as Clarify, Remedy, or Footprints
Knowledge of Unix / Linux / SQL
PC certifications (A+, MCDST or MCST)
Automotive industry experience
Bilingual French or Spanish

Benefits

Medical
Dental
Vision
Paid Time Off (PTO)
401K Matching Program
Tuition Reimbursement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

PC desktop supporttechnical supportMicrosoft O/SPC hardwareMicrosoft PrintingActive X controlsUnixLinuxSQLmobile devices

Soft Skills

problem solvingnegotiationverbal communicationwritten communicationprioritizationteamworkcustomer service

Certifications

A+MCDSTMCST