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About the Role

The Technical Support Analyst - Accounting provides primary support to customers encountering problems with CDK Accounting solutions.

Responsibilities

Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
Documents all work via a ticketing system, sets resolution timelines 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
Applies knowledge of CDK case resolution process, policies, and escalation methodology
Mentor and train baseline support team to build team bench strength and improve team knowledge of product and processes
Work within a tight team environment and willingly assists team members as needed and often
Attends training courses as required and stay abreast of evolving technical, internal processes, and industry developments
Provides other ad hoc support and duties as assigned
Works in a fast-paced environment with competing priorities

Requirements

3-4 years of user support or implementation experience within a technical support organization or field service organization
Experience with CDK Accounting solutions and workflows required
Strong customer service experience required
Excellent customer service skills via phone and in person
Must be able to speak English
Proven ability to lead by example and affect a positive change among peers
Applicants must be legally authorized to work in the United States without the need for current or future employment-based visa sponsorship.

Skills

Technical knowledge
Problem-solving skills
Basic Computer skills
French language skills preferred

Location

Austin, TX
Hoffman Estates, IL
Portland, OR
Blue Ash, Ohio

Work Type

Hybrid
Full-time

Experience Level

3-4 years

Salary/Compensations

$30/hr - $35/hr

Benefits

Medical
dental
vision
Paid Time Off (PTO)
401K Matching Program
Tuition Reimbursement

About the Company

CDK Global is committed to fair and equitable compensation practices.
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.

Equal Opportunity

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.
The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.
CDK retains the right to change or assign other duties to this position as needed.