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Client Technical Analyst - Parts and Service - Cincinnati, OH

Company: CDK Global
Job type: full-time
Category: Information Technology and Services

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Job description

Stability meets Agility.

With more than $2 billion in revenues, CDK Global (NASDAQ:CDK) is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail industry. CDK Global provides solutions in more than 100 countries, serving more than 27,000 retail locations and most automotive manufacturers.

CDK Global's solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.

From data scientists to sales and operations experts, we're hiring to support your growth and ours - Green light your career .

Job Title: Client Technical Analyst

Position Summary

Provides primary support to customers encountering problems using the CDK's products and solutions. Responds to customer product inquiries via telephone or in written Internet-based email or chat sessions. Facilitates inquires through systems in order to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Documents customer information and recurring technical issues to support product quality programs and product development

Position Responsibilities and 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 and Requirements- Associates/Bachelors strongly preferred
- 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 and Qualifications- 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 experience
- Bilingual French or Spanish

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.

CDK Global is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled.
We believe that diversity in all aspects of business leads to strength.

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