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Technical Support Analyst

Hyderabad, Telangana, IN, 500081

72381

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.

 

 

 

Client Technical Analyst II- Position Summary  

 

Provides primary support to customers encountering problems using the CDK’s products and solutions. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Facilitates inquires through systems in order to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Documents customer information and recurring technical issues to support product quality programs and product development 

Position Responsibilities & Essential functions 

  • Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
  • Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
  • Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
  • Troubleshoots problems with malfunctioning software applications and recommends corrective action
  • Directs and guides clients through resolution of technical issues
  • Submits requests for product changes and other custom programming updates
  • Practically applies knowledge of CDK case resolution process, policies, and escalation methodology
  • Attends training courses as required and stay abreast of evolving internal processes and industry developments
  • Provides customer service and remote support services and applies problem solving skills
  • Works in a team environment and assist team members on various issues
  • Provides other ad hoc support and duties as assigned
  • Works in an environment with competing priorities 

Qualifications & Requirements 

  • Graduate with 1-4 years of experience in PC desktop support or technical support experience with client/customer contact
  • Experience using a ticketing System such as Clarify, Remedy, or Footprints
  • Proficient in PC skills, specifically in Windows and IOS environments
  • Knowledge and familiarity with mobile devices (Smartphones/iPads)

Preferred Attributes 

  • Problem solving ability
  • Ability to document, track and monitor a problem/issue to a timely resolution
  • Strong negotiation skill; strong verbal and written communication skills along with prioritization of duties 
  • Part Time Trainer or On-Job training Experience (desirable)
  • Automotive industry experience (desirable)
  • Willing to work in rotational shifts

 

 

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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