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Client Tech Analyst I - Salt Lake City

Salt Lake City, UT, US, 84116

67470

Power the Possibilities
The CDK Global technology team is looking for collaborative innovators who are passionate about making their mark on emerging enterprise software products. We’re building and developing cloud technology for the automotive retail industry
that will change the landscape for automotive dealers, original equipment manufacturers (OEMs) and the customers they serve.

Be Part of Something Bigger
Each year, more than three percent of the U.S. gross domestic product (GDP) is attributed to the auto industry, which flows through our customer, the auto dealer. It’s time you joined an evolving marketplace where research and development
investment is measured in the tens of billions. It’s time you were a part of something bigger.

We’re expanding our workforce – engineers, architects, developers and more – onboarding early adopters who can optimize, pivot and keep pace with ever-evolving development roadmaps and applications.

Join Our Team
Growth potential, flexibility and material impact on the success and quality of a next-gen, enterprise software product make CDK an excellent choice for those who thrive in challenging, fast-paced engineering environments.
The possibilities for impact are endless. We have exceptional opportunities to evolve our industry by driving change through new technology.


If you’re ready for high-impact, you’re ready for CDK.

 

Position Summary

 

The Client Technical Analyst is responsible for providing level 1 technical and troubleshooting support via telephone, web chats, and electronic communications to CDK automotive retail application users. This applications is for our Accounting Software associated with our Lightspeed Motor Sports Division. You will learn and apply technical and industry knowledge to a variety of questions and problems faced by our clients. You will be expected to use outstanding customer service skills to negotiate priorities and callback expectations with the client. You will be responsible for using CDK support tools to address and resolve client issues in a timely manner.

Successful candidates are comfortable working with computers and working in a fast paced, innovative environment. Must possess excellent typing and phone communication skills and have some background in customer service. Successful candidates will also be able to analyze and troubleshoot technical and mechanical problems and explain resolutions to non-technical users.

 

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

 

  • Associates/Bachelors strongly preferred
  • Strong knowledge of Accounting Functions/Accounting Principles
  • Proficient PC skills, specifically in Windows and IOS environments
  • Knowledge and familiarity with mobile devices (Smartphones/iPads)
  • Ability to document, track and monitor a problem/issue to a timely resolution
  • Problem solving ability
  • Strong negotiation skill; strong verbal and written communication skills along with prioritization of duties

 

Preferred Attributes

 

  • 1 year of PC desktop support or technical support experience with client contact
  • Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads)
  • Experience using a ticketing System such as Clarify, Remedy, or Footprints
  • Knowledge of Unix / Linux / SQL
  • PC certifications (A+, MCDST or MCST)
  • Automotive industry experienc

 

CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.  

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