Technical Support Analyst

2 weeks ago

London, Canada CDK Global Full time

**Position Responsibilities and Essential Functions**:

- Documents all work via a ticketing system, sets resolution time lines with customers, and keeps customers updated on the status of their requests
- Assesses issues and troubleshoots using technical knowledge and problem solving skills to establish a course of action assuring a timely resolution to customer inquiries
- Must be able to direct and guide customers through resolution of complex technical issues
- Escalates issues beyond scope of current knowledge and then works to fill in those knowledge gaps
- Attend training courses as required and stay abreast of evolving technical, internal processes, and industry developments
- Work within a tight team environment and willingly assists team members as needed
- Works in a fast paced environment with competing priorities

**Qualifications and Requirements**:

- Excellent customer service skills
- Excellent written and verbal communication skills
- Exceptional critical thinking and problem solving aptitude
- Self-motivated with an ability to effectively multi-task and meet tight deadlines
- Proven ability to lead by example, drive excellence and affect a positive change among peers
- 2+ years of customer service, call center, or help desk experience

**Preferred Attributes and Qualifications**:

- An entry level of understanding of Heavy Equipment, or Automotive, dealership operations and accounting is an asset.
- Associate Degree or commensurate experience
- 1 or more years of software support experience with direct client contact
- Experience using a ticketing system such as Clarify, Remedy, or Footprints
- Knowledge of Unix / Linux / SQL
- Knowledge of PC hardware and software and mobile devices (Smartphones/iPads)

CDK Global is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled.

We believe that diversity in all aspects of business leads to strength.

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.

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