Client Tech Analyst I

  • CDK Global
  • 850 Medway Park Dr, London, ON, Canada
  • Mar 26, 2019
Call Centre

Job Description

Job Description

Accélérez votre carrière 
Technologies globales Drive 
  
Avec des revenus de plus de 2 milliards de dollars, CDK Global est un chef de file mondial en approvisionnement de solutions intégrées de technologies de l’information et de marketing numérique à l’intention des détaillants automobiles 
et des secteurs connexes. Axée sur la réussite du commerce automobile de bout en bout, CDK fournit des solutions à des concessionnaires situés dans plus de 100 pays à travers le monde, servant approximativement 28 000 détaillants et la plupart des fabricants 
automobiles. Les solutions CDK Global automatisent et intègrent les processus critiques depuis la publicité numérique prévente ciblée, jusqu’à la vente, le financement, les assurances, l’approvisionnement en pièces, les réparations et l’entretien des véhicules, 
avec une orientation accrue vers l’utilisation de l’analyse de données et de l’intelligence prédictive.   
  
Nous sommes assez importants pour faire une différence, mais assez modestes pour que votre voix soit entendue. En bref, nous sommes un organisme au sein duquel chacun importe. Il vous est possible d’exercer une influence sur la réussite 
de notre entreprise ainsi que sur celles de nos clients, peu importe la carrière que vous choisissez de poursuivre.

 

Accelerate Your Career

Drive global technology

 

With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers.   CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.   

 

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

 

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.  

 

Position Summary

 

Provides primary support to customers encountering problems using the CDK’s products and solutions. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Facilitates inquires through systems in order to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Documents customer information and recurring technical issues to support product quality programs and product development

 

Position Responsibilities & Essential functions

  • 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

 

Qualifications & Requirements

  • 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

 

PREFERRED ATTRIBUTES & Qualifications

  • 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

CDK Global sait que des passions vous animent en dehors du travail. La famille, les amis, les événements sportifs et des tas d’autres choses occupent votre vie. C’est pourquoi nous offrons un ensemble exhaustif d’avantages sociaux non seulement 
pour prendre soin de vous, mais aussi de votre famille. Tous les avantages offerts entrent en vigueur dès le premier jour de votre embauche et incluent un REER avec contribution équivalente, des congés payés pour vous remettre en forme ou faire don de votre 
temps au sein de votre communauté, et le remboursement de frais de scolarité, pour n’en énumérer que quelques-uns.      

Chez CDK, nous nous enorgueillissons de la diversité de nos effectifs. Nous estimons et célébrons le caractère unique de chaque individu et les points de vue variés qu’ils apportent. Nous offrons des chances d’accès égales en matière d’emploi 
sans égard à la race, la couleur, la religion, le genre, l’identité ou l’expression du genre, l’orientation sexuelle, l’origine nationale, la génétique, l’état de handicap, l’âge, la situation matrimoniale, ou l’état de protection d’anciens combattants. 

CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including RRSP matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or veteran status.  Accommodations are available on request for candidates taking part in all aspects of the selection process.