Client Technical Analyst - Entry Level

About the Position

Client Technical Analyst - Entry Level

ADP Dealer Services is now CDK Global. Stability meets Agility. CDK is one of the largest technology providers to the automotive industry, with more than 26,000 dealer sites in over 100 countries and nearly 9,000 employees worldwide. From data scientists to sales and operations experts, we’re hiring to support your growth and ours. We are looking to hire over 200 people by January in our new Center of Excellence in Norwood, OH!

GreenLight Your Career.

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Responsibilities

• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
• Creates case logs, records information, establishes resolution time, follows up on issues, and escalates complex issues
• Assesses issues and establishes 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 stays 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 assists team members on various issues
• Provides other ad hoc support and duties as assigned
• Works in an environment with competing priorities

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Requirements

• Core Skills:

  • 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
  • Strong problem-solving ability
  • Strong negotiation skills; strong verbal and written communication skills along with prioritization of duties

• Preferred Attributes & Qualifications:

  • Experience supporting a software product
  • College/University degree
  • Bilingual French or Spanish highly desired

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We Offer

• Join a world-class service company
• Work in a fast-paced, non-bureaucratic environment
• Opportunities for challenges, growth, and advancement
• Flexible schedule options
• Technologies to meet clients' ever-changing product needs and preferences

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About the Company

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