Job description
CDK Lightspeed powers our client’s success in every aspect of their business – from sales to service – and everything in between! We develop, implement and support innovative Dealer Management Software and data solutions that help increase lasting profitability across dealership operations for the Powersports, Marine, Marina and RV industries.
CDK Lightspeed helps dealers automate non-revenue generating activities, track operations and improve profits by assisting dealers manage their Parts, Service, Sales, Storage, Marina, Customer Relationship Management (CRM) and Rental. Our solutions are designed to help manage dealer operations by tracking and storing data from every department and delivering information that will assist dealerships in making successful business decisions. The dealer management solutions provided by CDK Lightspeed help the separate departments in a dealership function smoothly together by creating a central data warehouse for inventory levels, ordering, services, and customer information.
The Associate Technical Support Analyst provides primary support to customers encountering problems using CDK Heavy Equipment's Dealership Management Software (IntelliDealer DMS). Assists customers with product “how to” and technical break/fix inquiries via telephone or in written internet-based email or chat sessions. Takes ownership for each customer inquiry and works with the team to find resolutions to the extent of their knowledge.
You'll be part of an inclusive team and have continuous opportunities to enhance your skills. Begin a career that can take you anywhere!
This is a remote position located in the Mountain Standard Time Zone. Must be able to work first shift MST hours.
Pay: $16 - $19 based on experience.
Position Responsibilities & Essential functions
- Receives inbound client/associate inquiries via phone, 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
Requirements
- 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
- Live within Salt Lake City, UT or surrounding area
PREFERRED Qualifications
- 1 year of PC desktop support or technical support experience with client contact a plus
- 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
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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