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Technical Support Analyst

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Date: Dec 13, 2018

Location: Glasgow, 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.

 

Purpose of role 
Provision of an excellent support service is critical to the achievement of CDK’s strategic plans for growth and profitability. The Support Analyst Level 6 will have expertise relating to a specified CDK product / module and will serve as a point of escalation for the frontline customer support teams, assisting colleagues in addressing complex customer enquiries and achieving successful call closure. Working as part of an assigned team providing support, you will assist colleagues act as an escalation point for technical enquires. You have a background working in a technical, problem solving customer service environment, and have experience of investigating and identifying solutions to a range of situations. You have outstanding verbal and written communication skills, are resourceful and well organised, and are prepared to take responsibility for successful issue resolution. You have a passion and commitment to providing service excellence. You have the ability adapt and learn on the fly and feel comfortable in dealing with ambiguity.

 

Key Duties & Responsibilities
• Provide technical escalation for Frontline support 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

• 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

• Identification / Creation of Support Tools / Process Improvements to aid Technical Investigation and speed up resolution times

• Liaising and working with the UK Backline Manager on all matters relating to Technical to ensure the requisite knowledge is disseminated to the Technical Teams

 

Skills / Knowledge & Experience

• Expert level Skills in the areas of Problem Solving, Issue Analysis, Trouble Shooting and Root Cause investigation

• Ability to Plan and Prioritise Work Load efficiently to meet deadlines

• Excellent Communication skills utilising all methods of communication

• Experience and Knowledge of Customer Process and Expectations of Service Levels

• Demonstrable ability to influence and overcome difficult situations when working with other Departments / Customers

• Ability to work as part of a high-performing and cohesive team

• Ability to adapt, improvise and learn on the fly

• Ability to interact with all levels/departments of CDK Customers and Associates

• Proven record of Coaching / Mentoring Skills and the ability to deliver Training Material

• Ability to research / absorb new Technical Skills quickly and lead the introduction of these into an established team

 

Qualifications Required

• Bachelor’s degree in Computer Science with a significant programming content

• Expert Programming Experience with demonstrable knowledge of the following skills:

·         Programming experience in a High Level Language such as C, C++ / Java

·         Software Design and Release Methodology (including design, implementation, testing, release and Support)

·         Ability to Interpret, Diagnose and Debug Application Faults from within the Product Code

·         Understanding of Debug Code Processes and Practices to diagnose and track intermittent faults

• Expert Level Technical / Professional Qualifications or working knowledge in one or more of the following areas:

·         Technical Support to Customers requiring a significant involvement in Code Reading

·         Software Development (Working with a High-Level Language such as C, C++ / Java)

 

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, Computer Science, Java, Technology

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