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Technical Support Analyst

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Date: Dec 6, 2018

Location: Johannesburg, Randburg, ZA, 2160

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

To provide CDK’s customers’ with swift and yet highly accurate solutions to all problems reported in the use of its products and or services

CDK’s products and services are critical components to its customers’ success, so this requires its Support team to be knowledgeable, empathetic, supportive, and customer centric 

Act as an escalation point within our Customer Support team and work directly with customers’, as well as assisting colleagues

As a Technical Support Analyst, reporting to the Support Manager, you will be expected to provide time bound (SLA’s) in-depth IT support relating to specific CDK products, services, and applications

 

Key Duties & Responsibilities

  • Use your analytical, technical, and programming skills to investigate issues to the root cause in the shortest time possible
  • Provide communication directly, and regularly, until the issues under investigation are fully resolved and the cases are closed
  • Work as a trusted adviser to provide advice and solutions that are well thought through and detailed.
  • Translate technical jargon into plan English to ensure clarity is achieved by all. 
  • Root cause analysis and case reduction activities are paramount, and as such all CDK’s Support Analyst’s need to be effective problem solvers by taking decisions and make conclusions, from sometimes limited information. 
  • Provide support and coaching to colleagues to ensure knowledge is shared
  • Respond with empathy to customers, dealing with their needs and acknowledging their operational pressures and deadlines, whilst also keeping them apprised as all times
  • Communicate regularly with other team members, others within the department, or management, in relation to effective escalation and resolution of customer problems
  • Documenting solutions and producing written guidance on resolution steps and procedures
  • Pro-actively acquiring knowledge of the CDK Autoline Product suite and associated toolset, and working closely with management to increase the technical level of skills and competence of other colleagues
  • Investigations need to be well documented, within the case management software, for audit and training purposes
  • Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customer satisfaction levels
  • Use initiative and innovation to promote better and more effective ways of working
  • Work to ensure daily activities are focused on achievement of departmental and customer objectives in adhering to our KPI’s external SLA targets
  • As a senior figure within the team you will be required to provide coaching and mentoring to others, and also may occasionally be required to deputise, in a supervisory capacity.

 

 

Skills / Knowledge & Experience

  • Proven ability in debugging programming code such as C, C++, Java, VB, C#, HTML5, JavaScript (React/Node.js)
  • High-level investigation, analytical, problem solving and trouble shooting skills
  • Ability to efficiently plan and prioritise workload to meet deadlines
  • Proven coaching and mentoring skills
  • Demonstrable ability to influence and overcome objections
  • Experience supporting customers to a satisfactory level of performance, productivity and customer satisfaction
  • Superior communication skills, including telephone, virtual methods, written, and verbal skills in English.
  • Ability to think out of the box to find short and long term solutions.
  • Experience working in an automotive dealership or industry would be an advantage
  • ERP Application & Technical support experience would be an advantage
  • Experience of CDK’s products and services would be an advantage

 

 

 

 

 

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: Technical Support, Help Desk, Information Technology, Java, ERP, Technology

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