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Support Analyst

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Date: Jul 9, 2019

Location: Selangor, Negeri Selangor, MY, 47500

Company: CDK

Job Description

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 4 will have expertise relating to a specified CDK product / module and will serve as a point of escalation within a customer support team, assisting colleagues in addressing customer enquiries and achieving successful call closure. Working as part of an assigned team providing support, you will assist colleagues in dealing with technical enquires and may deputise for the Team Leader in their absence.
This role requires someone who is a specialist in a specific CDK product or module. 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.


Key Duties & Responsibilities
- Technically mentoring Support Analysts 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
- Leading the introduction of new Products into the support function, and working closely with management to increase the technical level of skills and competence of colleagues
- Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customer satisfaction levels
- Regular deputising in the absence of the Team Leader Liaising with other CDK teams or departments to develop and to maintain high levels of customer service and effective resolution of customer enquiries


Skills / Knowledge & Experience

High level investigation, analytical, problem solving and trouble shooting skills
- Ability to efficiently plan and prioritise workload to meet deadlines
- Superior communication skills, including telephone, virtual methods, written, and verbal skills in local language and English
- Knowledge of customer expectations
- Experience of working with customers
- Demonstrable ability to influence and overcome objections
- Ability to work as part of a high- performing and cohesive team
- Ability to interact with all levels of CDK customers and associates
- Coaching and mentoring skills

- Programming skills (ability to interpret and debug application code, isolate problems, speific fixes


Qualifications required

- Specialist Technical / Professional qualifications or working knowledge in one or more of the following areas (as determined by the role assignment)
- ERP Application support – module specialistation
- Infrastructure (network, printing, hosting, firewalls, internet technologies, Microsoft products)
- Hardware (servers, desktop/laptop, printers, network, firewalls)
- 3+ years of supporting customers to a satisfactory level of performance, productivity and customer satisfaction

- Technical / Professional qualifications

Educational qualifications
- Tertiary 1, e.g Degree
- Deep understanding of the automotive industry and support leadership in one business or technical area (front office, back office, accounts, HSP, networks etc)

Job Segment: Help Desk, Information Technology, ERP, Technical Support, Technology, Customer Service

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