CDK Global Technical Support Specialist

1 month ago


Toronto, Ontario, Canada CDK Global Full time

Job Summary:
We are seeking a highly skilled Technical Support Specialist to join our team at CDK Global. In this role, you will provide exceptional customer service via phone and in-person, troubleshooting technical issues, and resolving customer inquiries in a timely manner.

Key Responsibilities:

  • Document all work via a ticketing system, set resolution timelines with customers, and keep customers updated on the status of their requests.
  • Assess issues, troubleshoot using technical knowledge, and establish a course of action for timely customer resolution.
  • Direct and guide customers through complex technical issues, escalating issues beyond your knowledge and working to fill in those gaps.
  • Apply knowledge of CDK case resolution process, policies, and escalation methodology.
  • Attend training courses as required and stay up-to-date on evolving technical, internal processes, and industry developments.
  • Work within a tight team environment, assist team members as needed, and provide ad hoc support and duties as assigned.
  • Work in a fast-paced environment with competing priorities.

Requirements:

  • Strong customer service experience required.
  • Excellent customer service skills via phone and in-person.
  • Must be able to speak English; French language skills strongly preferred.
  • Proven ability to lead by example and affect a positive change among peers.

Preferred Attributes and Qualifications:

  • 1+ year of user support within a technical support capacity.
  • Experience in a call or technical assistance center.
  • Knowledge or experience in F&I process is preferred.
  • Experience using a ticketing system such as Clarify or Salesforce.
  • Basic computer skills highly preferred.

Salary Range: $48,000 to $65,000



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