Client Tech Support II job vacancy in Niceville, Florida CDK Global

Vacancy expired!

About CDK Global, IncCDK Global (NASDAQ:CDK) is a leading provider of integrated data and technology solutions to the automotive, heavy truck, recreation and heavy equipment industries. Focused on enabling end-to-end, omnichannel retail commerce through open, agnostic technology, CDK Global provides solutions to dealers and original equipment manufacturers, serving nearly 15,000 retail locations in North America. CDK solutions connect people with technology by automating and integrating all parts of the dealership and buying process, including the acquisition, sales, financing, insuring, parts supply, repair and maintenance of vehicles. Visit cdkglobal.com.

Position Summary

Provides escalation 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. In addition to this,you are expected to have strong time management and organizational skills to help with your daily task while handling ticketed request. A willingness to learn is the key to success in the worksheet department, coding languages are constantly evolving, and more efficient ways are discovered frequently. You will be expected to work on projects solo but often at times as a team when needed on more complex projects. As a department we set up future installs before they come on board with us, trainer tickets as installing or follow up stores, as well as customer build/edit request sent in. For all the ticketed request primary responsibilities include building and modifying simple, customer-facing XHTML webpages.

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
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 & 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
HTML / CSS Knowledge (Javascript / JQuery / SQL knowledge is a plus)
Trouble-shooting skills
Ability to remember processes and regulations
Basic Image Software knowledge (clean up/create images i.e. Paint, Paint.net , ect.)
Strong Time Management Skills
Great Organization Skills
Ability to follow instructions
Being punctual, engaged, and reliable daily
Testing all your work before sending back to the customers
Looking for any of your returned tickets on a daily basis to address ASAP

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.

Vacancy expired!

ID	#12345411
State	Florida
City	Niceville
Job type	Permanent
Salary	USD Competitive Competitive
Source	CDK Global
Showed	2021-04-17
Date	2021-04-16
Deadline	2021-06-15
Category	Customer service
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Job Details

Client Tech Support II