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Application Support Analyst - Accounts

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Date: Nov 22, 2018

Location: Sollentuna, Stockholms Län, SE, .

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 the role


The Support Analyst is the first point of contact for the users who call DRACAR+ support. While providing a high level of customer service, the Support Analyst answers incoming calls, chats and cases via our web portal. You will record key, pertinent information into the support ticketing system and together with your expertise resolve requests in a timely fashion. The Support Analyst escalates unresolved problem/issues/requests to the correct, designated support teams. The Support Analyst’s primary role is troubleshooting basic end user issues in DMS Dracar+ as well as providing basic desktop support to users’ agency provided workstations. 


What you'll be doing


You will be part of the Operation team in Sweden which is a small team of consultants and support personnel. The team delivers small and large installations as well as supports our customer on their business and system challenges. The geographical is mainly Sweden and Norway but many tasks are also managed and delivered in cooperation with our offices in Denmark and Finland.

There are about 200 future colleagues in the Nordics.


Specific Tasks and Duties include, but are not limited to, the following:


  • Primary responsibility is user support and customer service, taking calls from end users requiring assistance via phone, chat or our support portal.
  • Understand and provide advice and direction to end users
  • Follow standard Service Desk operating procedures and processes; accurately log all Service Desk tickets using the ticketing application 
  • Adhere to all service desk policies and processes in supporting users 
  • Other duties, as required, to support user groups during IT transitions and upgrade projects


Qualifications Required


  • Experience in financial work with good understanding of economic processes
  • Understanding the whole of a company
  • Accountancy / Accounting
  • Application knowledge from ERP or DMS system
  • Good knowledge of English, which is our company language
  • Requires Swedish skills on a level equal to native speaking as you also will be supporting customers in Norway and Denmark.

We highly value if you have


  • experience from accounting and preferably also IT-systems, to the position as Support Analyst for our DRACAR+ solution
  • Interest for usability and function in the ERP / DMS system
  • Knowledge of DMS Dracar + / Optima21.
  • Work experience from the automotive industry with a focus on car dealership or vehicle workshop.
  • Had a similar role previously as a consultant or responsible for the financial part of your company's ERP or DMS system


This is a challenge for those who want to learn a lot, who see opportunities and want to find solutions!


Location: Our office in Stockholm - Sollentuna.
Employment: Full-time employment with immediate start.
The position includes travel to a limited extent, both in Sweden and internationally.


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: Help Desk, Information Technology, Technical Support, Developer, Service Desk, Technology, Customer Service

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