Assoc Technical Support Analyst-CVR

***THIS POSITION IS REMOTE***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 developmentPosition Responsibilities & Essential functionsReceives inbound client/associate inquiries via phone, web chat, e-mail, and online ticketCreates case logs, record information, establish resolution time, follow up on issues, and escalate complex issuesAssesses issues and establish a course of action to guide the client/associate to timely resolution of inquiryTroubleshoots problems with malfunctioning software applications and recommends corrective actionDirects and guides clients through resolution of technical issuesSubmits requests for product changes and other custom programming updatesPractically applies knowledge of CDK case resolution process, policies, and escalation methodologyAttends training courses as required and stay abreast of evolving internal processes and industry developmentsProvides customer service and remote support services and applies problem solving skillsWorks in a team environment and assist team members on various issuesProvides other ad hoc support and duties as assignedWorks in an environment with competing prioritiesQualifications & RequirementsAssociates/Bachelors strongly preferredProficient PC skills, specifically in Windows and IOS environmentsKnowledge and familiarity with mobile devices (Smartphones/iPads)Ability to document, track and monitor a problem/issue to a timely resolutionProblem solving abilityStrong negotiation skill; strong verbal and written communication skills along with prioritization of dutiesPREFERRED ATTRIBUTES & Qualifications1 year of PC desktop support or technical support experience with client contactKnowledge 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 FootprintsKnowledge of Unix / Linux / SQLPC certifications (A+, MCDST or MCST)Automotive industry experienceBilingual French or SpanishSalary: $20/hr - $27/hrCDK 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 ProgramTuition ReimbursementAt 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.