Support Analyst at CDK Global

Responsibilities

• Provide technical escalation for Frontline support to ensure calls are accurately investigated and ensuring the cause and the symptom of problems are identified and resolved
• Analysing and resolving complex product issues, using analytical, technical or programming skills
• Responding with empathy to customers, dealing with their needs, and acknowledge their operational pressures and deadlines
• Guiding, advising and coaching both colleagues and customers on issue and problem resolution
• Documenting solutions and producing written guidance on resolution steps and procedures
• Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customers satisfaction level

 

Skills And Experience

• Knowledge of Accounts practice
• Knowledge of the product Autoline
• High level investigation, analytical, problem solving and trouble shooting skills
• Ability to efficiently plan and prioritise workload to meet deadlines
• Superior communication skills, including telephone, virtual methods, written, and verbal skills
• Knowledge of customer expectations
• Experience of working with customers
• Demonstrable ability to influence and overcome objections
• Ability to work as part of a high- performing and cohesive team
• Ability to interact with all levels of CDK customers and associates
• Coaching and mentoring skills
• Programming experience - including ability to interpret and debug code