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Accounts Support Analyst

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Date: Jul 16, 2019

Location: Telford, England, GB, TF3 3BD

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.


Job Title: Support Analyst 
Job Family: Client Service / Support Leadership


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 - Please add the most important duties and responsibilities. Ensure that each duty / responsibility can be linked to the operational and CDK strategy.
• 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 



Key Results Indicators & Measures of success  - Indicate what results the job holder will be accountable for and how  success will be measured


Key Results Indicators Measure of success
Service responsiveness, productivity and time to resolution to agreed standards Achievement of departmental objectives
Resolution of calls / problems within defined deadlines
Positive engagement and customer satisfaction demonstrated by customer feedback 
from CSI survey 


Demonstrable contribution to continual improvement of support processes and


Effective ability to provide effective coaching to Support Analysts
Effective ability to provide technical mentoring to Support Analysts
Effective deputising for Team Leader
Evidence of leading the introduction of new products into the support function



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


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


 Technical / Professional qualifications
 Educational qualifications
o Tertiary 1, e.g Degree
o Deep understanding of the automotive industry and support leadership in one business or technical area (front office, back office, accounts, HSP, networks




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, ERP, Technical Support, Technology, Customer Service

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