Vacancy expired!
- 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
- 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
- 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
Vacancy expired!