Associate Technical Support Analyst – Drive Service

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Offers primary assistance to customers facing issues with CDK products and solutions.

• Addresses customer inquiries regarding products through telephone, email, or chat.

• Facilitates inquiries via systems to deliver answers to common questions and challenges.

• Resolves customer issues related to installation, operation, maintenance, product application, or compatibility.

• Records customer information and recurring technical concerns.

• Manages inbound inquiries through phone, web chat, email, and online ticket systems.

• Creates case logs, captures information, sets resolution timelines, follows up on issues, and escalates complex matters.

• Evaluates issues and determines an action plan for prompt resolution.

• Troubleshoots malfunctioning software applications and suggests corrective measures.

• Guides and assists clients in resolving technical problems.

• Submits requests for product modifications and custom programming updates.

• Implements CDK case resolution processes, policies, and escalation procedures.

• Participates in required training and remains updated on internal processes and industry trends.

• Delivers customer service and remote support services.

• Collaborates in a team environment and supports team members.

• Provides on-demand support and fulfills other assigned tasks.

• Operates in an environment with competing priorities.

⛳️ Requirements

• Associates/Bachelors degree is strongly preferred.

• Proficient in PC skills, particularly within Windows and IOS environments.

• Familiar with mobile devices such as Smartphones and iPads.

• Capable of documenting, tracking, and monitoring issues to ensure timely resolutions.

• Strong problem-solving capabilities.

• Excellent negotiation skills.

• Strong verbal and written communication abilities.

• Capable of prioritizing tasks effectively.

• Minimum of 1 year of experience in PC desktop support or technical support with client interaction.

• Knowledgeable in Microsoft Operating Systems and PC hardware, Microsoft Printing, Active X controls, and mobile devices (Smartphones/iPads).

• Experience with ticketing systems such as Clarify, Remedy, or Footprints.

• Familiarity with Unix, Linux, and SQL.

• Possession of PC certifications such as A+, MCDST, or MCST.

• Experience in the automotive industry.

• Bilingual in French or Spanish is a plus.

• Must be legally authorized to work in the United States without the need for current or future employment-based visa sponsorship.

🏝️ Benefits

• Annual performance bonus.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• Paid Time Off (PTO).

• 401K Matching Program.

• Tuition Reimbursement.

• Reasonable accommodations for employees with disabilities.