Support Analyst

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'll be providing software support to our customers who are some of the biggest car brands and dealerships in the UK that use our technology & software solutions. We look for natural problem solvers and what’s great about us is that we don’t operate a traditional tier support model. This means our team members are always kept challenged and will over time through personal development deal with more complex technical issues.

You'll be taking ownership of software related issues through our case management system and troubleshooting them in order to solve the issue. Our aim is to troubleshoot and understand what the root cause of the issue could be in order to find a solution for it from an initial first fix.

You'll need to understand what the issue could be and may need to call the customer directly to gather more information from them and to handle their expectations from case start through to case closure. Due to this we look for excellent people skills in our team members. There are no scripts and some of our issues are unknown. This means that you will need to have the dedication to understand not only what the problem is but also identify the root cause of it so we can minimise the issue happening again.

Daily you’ll be;

• Taking direct ownership of software related issues through our case management system and webchat.
• Analysing and resolving complex software product issues, using analytical and technical skills.
• Picking up reoccurring issues and working with other teams to help minimise these issues happening again using your knowledge and experience
• Making initial contact with the customer who logged the issue to understand, gather information and try to recreate the issue
• Handling a range of technical cases at any one time at all different complexities
• Interpreting, debugging and isolating issues
• Guiding, advising and mentoring other team members and our customers on issue and problem resolution
• Documenting solutions and producing written mentorship on resolution steps and procedures
• Reporting issues and recommending process improvements
• Providing mentorship and support to other analysts within the team on product and technical issues

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.

This might be the job for you if…

You love solving problems. You’ll enjoy taking on hard problems and finding creative solutions to technical issues. If you don’t know the answer, you’ll dig until you find it. You will be a natural trouble shooter. You will not just enjoy figuring out the solution but also solving the root cause of the issue too.

You love helping people. You’ll enjoy helping people through to issue resolution. Our customers may not be technical wizards so it’s all about talking to them on their level to help them.

You love your tech. You’ll enjoy developing your existing tech knowledge and learning new things. You’ll enjoy learning about new product features and using a wide range of technology.

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.