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European Backline Accounting Application Support Analyst 1

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Date: Apr 19, 2019

Location: Hungerford, England, GB, RG17 0YL

Company: CDK

Job Description

Accelerate Your Career

Drive global technology


We’re a global market leader in providing software and digital marketing solutions to the automotive industry. We’re innovating the way that automotive dealerships drive their customers’ car-buying experience from the moment they run a search online all the way through to bringing their car back in for a service. Join us and be a part of the evolution.


We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organisation 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.


What you'll be doing? 


You will be the last line of escalation for our most complex support issues relating to our accounting module, escalated by our Frontline Support teams across the European region. You will be highly analytical and will be an excellent problem solver with the ability to undercover not only the problem but also the root cause of it. You will champion module knowledge within the European Support teams, actively building on their existing knowledge and looking to understand the accounts aspects of future products before they are released.


You will assist your colleagues in the resolution of their cases and their knowledge growth through applied coaching and mentoring techniques in order to root cause a problem.  Where appropriate, you'll take ownership of the case to continue the investigation and root cause analysis. You'll also be responsible for creating documentation and training materials relevant to new products and support tools and the delivery of those materials into the wider Frontline Support teams.  


You will be an outstanding communicator, working not only as a team at times on issues but also coaching our Frontline Support Analysts throughout the European region on case closure. This is an excellent role for someone who has thirst to learn and enjoys challenging their own thinking.


Key Duties & Responsibilities:


  • Analysing and resolving accounts issues, using analytical skills
  • Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines
  • Provide guidance, advice, coaching and mentoring to others in the Frontline Support teams across Europe to ensure calls are accurately investigated and resolved 
  • Performing Root Cause Analysis to ensure the cause and symptoms are identified and resolved. 
  • Raising Product defects with our Development Teams and recommending process improvements to other teams to minimise queries and problems arising and to increase customer satisfaction levels
  • Mentoring Frontline Support Analysts to ensure calls are accurately investigated and ensuring the cause and the symptom of problems are identified and resolved
  • Analysing and resolving complex product issues, using analytical problem solving skills. 


Do you dare to be different?


We look for people with the right cultural fit. While our business is full of industry minds we also value those who are keen to work together and have the potential to develop new knowledge and skills. Innovation and collaboration means growth and ours, ultimately, depends on yours.


You'll have ERP knowledge on an accounting software or Autoline accounts experience in a dealership. You'll be providing subject matter expert support on our accounting software and therefore we will be looking for you to have a good understanding of accounting practices and how they should look.  


Why a career with CDK Global?


We demand diversity. Our people may be spread across countries, continents and cultures, but we’re united by a passion and enthusiasm to drive our business forward. This means no matter where you work you’ll feel like part of our global team. Diverse backgrounds, ideas and experiences are the only way to deliver world-class service to our customers. Our differences are our strengths


Your benefits. To help us attract and retain the best, we pay people according to performance, not length of service. We will also help you grow your career, not only through focused investment in learning and development but also by enabling you to explore the exciting opportunities our global market has to offer.


The perfect opportunity awaits. Start your career with CDK Global.

Job Segment: Help Desk, Information Technology, Technical Support, Developer, ERP, Technology

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