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Project Lead - Technical Support

Hyderabad, Telangana, IN, 500081

72581

Location: [[req_workLocation]]
Location Address: Hyderabad, Telangana  500081 India (IN)

Careers with CDK Global – where to next?
So who are we and what do we do?
CDK Global is the largest global provider of integrated information technology and digital marketing solutions to automotive dealerships and manufacturers in more than 100 countries worldwide for the world’s biggest car brands.  Although we operate on a global scale, we are small by comparison and that is a good thing. It means that we are still a business where every person matters and where anyone can make an impact on our growth and success. We have opportunities in a wide range of business areas so wherever in the world you join us, you will get the support, training and tools you need to make significant steps forward in your career.

 

Job - Project Leader, Technical Support

 

Purpose of role –

 

Provision of an excellent support service is critical to the achievement of CDK’s strategic plans for growth and profitability. This role focuses on leading the team that provides professional, high quality front-line support to customers to enable them to resolve issues with their CDK systems and software. Your leadership will focus the team on the efficient delivery of departmental objectives in the context of continuous improvement; you will ensure timely call progress and resolution to customers on supported applications.
 

The Team Leader is highly organized, with excellent communication, planning, time management and customer handling skills. You are commercially aware, and have an in-depth understanding of business operations and systems. You are confident in your team leadership skills and your ability to motivate, delegate and organize your team to deliver excellent support to our customers.

 

Key Results Indicators & Measures of success –

  • Service responsiveness, productivity and time to resolution to agreed standards
  • Positive engagement and customer satisfaction demonstrated by customer feedback 
  • Achievement of team and departmental objectives
  • Demonstrable continual improvement of support processes and practices

 

Role Description –

  • Ensuring SLAs achieved regularly as well as set objectives and communicate clear and achievable expectations [eg. Standards & Procedures]
  • Manage the flow of day-to-day operations and resource requirements in-line with FTE standards
  • Develop a strategy the team will use to reach its goal
  • Multi-task with customer-focused and performance driven approach
  • Groom people to their next levels and show success in managing people being a natural motivator
  • Facilitate any training initiatives identified either through PDPs / skill gaps identified by PLs
  • Ensuring performance is regularly monitored and adherence to the same communicated to management; where necessary recommendations made for performance improvement
  • With regards to escalations, customers are kept informed of the updates regularly
  • Working in collaboration with other leads to ensure speedy resolution of escalated customer issues
  • Monitor team members' performance against trainings received and identify additional possible gaps in training
  • Create and distribute reports to update the management on team’s progress
  • Contribute to the Quality Review process as a reviewer

 

 

Abilities

  • Ability to efficiently plan and prioritize team workload to meet deadlines
  • Good at planning ahead
  • Superior communication skills including telephone, virtual methods, written and verbal skills
  • Remaining calm under pressure
  • Decision-making abilities
  • Tech-savvy
  • Prior experience of managing and motivating teams
  • Proven leadership and management experience in a customer service/support environment
  • Good time-management ability
  • Ability to have authority but tactful with it
  • Ability to influence and overcome objections
  • Ability to interact with all levels of customers and associates

Qualifications and Essentials

  • Bachelor’s degree in a full-time/regular course from a recognized university
  • Minimum 8-10 years of experience in an Application Support/Customer Service-based environment with 2+ years of people management experience
  • Willing to work in rotational shifts.

 

Technical Know How 

  • CCNA Certification or Other Network certifications (Cisco, Maraki, etc)
  • Knowledge of Unix / Linux / SQL
  • Proficient PC skills, specifically in Windows and IOS environments
  • Knowledge and familiarity with mobile devices (Smartphones/iPads)

 

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. 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.

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