Technical Support Specialist

2 weeks ago

Toronto, Ontario, Canada CDK Global Full time
{"Job Title": "Associate Technical Support Analyst", "Job Description": "Key Responsibilities

As a Technical Support Analyst, you will be responsible for providing exceptional customer service and technical support to our clients. Your primary goal will be to resolve customer inquiries in a timely and professional manner.

Essential Functions
  1. Document all work via a ticketing system and set resolution timelines with customers.
  2. Assess issues and troubleshoot using technical knowledge and problem-solving skills to establish a course of action.
  3. Direct and guide customers through the resolution of complex technical issues.
  4. Escalate issues beyond your current knowledge and work to fill in those knowledge gaps.
  5. Apply knowledge of CDK case resolution process, policies, and escalation methodology.
  6. Attend training courses as required and stay up-to-date with evolving technical, internal processes, and industry developments.
  7. Work within a tight team environment and assist team members as needed.
  8. Provide other ad-hoc support and duties as assigned.
Qualifications and Requirements

To be successful in this role, you will need:

  • Strong customer service experience.
  • Excellent customer service skills via phone and in person.
  • Ability to speak English; French language skills are strongly preferred.
  • Proven ability to lead by example and affect a positive change among peers.
Preferred Attributes and Qualifications

The ideal candidate will have:

  • 1+ year of user support experience 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 are highly preferred.
Salary Range

$48,000 to $65,000

"}

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