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 inquires 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
Responsibilities:
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 parts related 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
Works in an environment with competing priorities
Requirements:
Associates/Bachelors strongly preferred
Proficient in both hardware and software troubleshooting including PC's, Printers, Scanners, specifically in Windows and IOS environments.
Ability to learn CDK Parts Application functionality and assist our clients in resolving issues.
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
Qualifications:
1 year of experience in product functionality support.
1 year of PC desktop support or technical support experience with client contact
Knowledge of Microsoft O/S and PC hardware, Printers, Scanners and other peripherals.
Experience using a ticketing Systems such as Salesforce and Clarify.
Knowledge of Unix / Linux / SQL
PC certifications (A+, MCDST or MCST)
Automotive industry experience
Bilingual French or Spanish is a plus.
Hourly Compensation Range: $25.00/Hour to $28.00/Hour
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.
