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Team Manager Technical Support

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Date: May 2, 2019

Location: Detroit, MI, US, 48226

Company: CDK

Job Description

Accelerate Your Career

Drive global technology

 

With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers.   CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.   

 

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

 

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.  

 

Under limited supervision, the Client Services Supervisor oversees a team of Client Technical Analysts who provide direct support to the CDK customers using our systems. This role will manage customer escalations to timely completion and assist in root cause analysis and solutions. They will ensure appropriate scheduling and proactive planning to ensure appropriate coverage.  Conduct scheduled team meetings and individual one-on-one with employees.  Responsible for team and individual training and development to ensure core competencies are achieved.  .  Interact effectively with peers to ensure Technical Support is represented for new product rollouts, and other key initiatives.  Work toward the good of the entire team through continuous communication and involvement and by integrating projects and activities.

 

Key job duties:

 

  • Manage customer escalations to completion and drive root cause analysis and solutions
  • Responsible for team and individual training, and communication of updates to all staff
  • Assist in interview and hiring decisions
  • Manage projects as assigned
  • Takes the unpopular stand to challenge the status quo, but support the unified decision of the management team, even if initially against it.
  • Provide timely and effective communication
  • Portrays a professional persona with internal and external clients
  • Provides regular associate career and job coaching and is responsible for writing associates annual appraisals
  • Performs quality reviews
  • Manages to metrics and takes actions based on results
  • Facilitates the acceptance of change in the workplace
  • Supports professional growth for all associates
  • Assist in maintaining high level customer satisfaction through daily review and follow-up on surveys
  • Interacts with peers on projects that may have an impact on the Technical Support department
  • Act as the manager on call for rotating weekend support shifts

 

Knowledge Areas:

  • Experience with desktop operating systems including Windows ( Microsoft Office Word, Excel, Outlook, PowerPoint)
  • Basic understanding of computer systems and internet connectivity
  • Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills
  • Basic knowledge of digital marketing and website optimization strategies
  • Basic understanding of automotive industry
  • Background in automotive industry, sales, and/or digital advertising a plus
  • Strong fluency with Web Technologies and the internet

 

Qualifications / Requirements:

 

  • Bachelors degree or related experience preferred
  • 3-5 years in a fast paced inbound support environment required
  • Management or Supervisor experience required
  • Technical support or IT experience preferred
  • Knowlege of Salesforce or equivilant 
  • Highly self-motivated and directed
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience working in a team-oriented collaborative environment.
  • Must be able to work Tuesday through Satruday and be available from 7 a.m. - 10 p.m. eastern standard time. 

 

 

CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

 

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.  


Nearest Major Market: Detroit

Job Segment: Technical Support, Information Technology, IT Manager, Outside Sales, Marketing Manager, Technology, Sales, Marketing

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