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International Backline Technical Quality Analyst

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Date: Aug 12, 2019

Location: Hungerford, England, GB, RG17 0YL

Company: CDK

Job Description

International Backline Technical Quality Analyst
Location: Hungerford, UK
Salary: Competitive
Opening Date: 13/08/2019
Closing Date: 10/09/2019


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.

Purpose of role:
You will be the last line of escalation for technical and software support issues relating to our technology, which have been escalated by our Frontline Support Teams across 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 have excellent programming skills and 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:

  • Technically 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, technical or programming skills
  • Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines
  • Guiding, advising and coaching both colleagues and customers on issue and problem resolution
  • Documenting solutions and producing written guidance on resolution steps and procedures
  • Leading the introduction of new Products into the support function, and working closely with management to increase the technical level of skills and competence of colleagues
  • Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customer satisfaction levels
  • Regular deputising in the absence of the Team Leader Liaising with other CDK teams or departments to develop and to maintain high levels of customer service and effective
  • Undertakes the testing of software and systems for errors, identifies source of problems and proposes solutions; (amended from above)
  • Makes recommendations concerning software/system quality

Who do we look for?
We look for people with the right cultural fit. That means being passionate and enthusiastic and having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours.

In order to be considered for this role, you will need to have the following experience and skills:

  • Advanced level of programming skills in an object orientated language such as C++, Visual Basic, Java or .Net
  • Experience with using UNIX
  • Excellent problem solving skills
  • Highly analytical
  • Excellent written and verbal communication skills
  • A background in development or providing software support
  • Demonstrable team working experience – working on joint projects or technical problems

What can we offer you?

  • To help us attract and retain the best, we pay people according to performance, not tenure. Excel in your role here and the rewards will be excellent too. We will also help you to grow your career, not only through focused investment in learning and development but also by enabling you to explore the opportunities our global market has to offer. Start your Journey with CDK Global


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: Developer, Java, Unix, Testing, Technology

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