Support Analyst at CDK Global

Purpose of role

Provision of an excellent support service is critical to the achievement of CDK's strategic plans for growth and profitability. You will have expertise relating to the Autoline product and will serve as a point of escalation for the frontline customer support teams, assisting colleagues in addressing complex customer enquiries and achieving successful call closure. Working as part of an assigned team providing support, you will assist colleagues act as an escalation point for technical enquires.

This role requires someone who is a extensive specialist knowledge in our products. You have a background working in a technical, problem solving customer service environment, and have experience of investigating and identifying solutions to a range of situations. You have outstanding verbal and written communication skills, are resourceful and well organised, and are prepared to take responsibility for successful issue resolution. You have a passion and commitment to providing service excellence. You have the ability to adapt and learn on the fly and feel comfortable in dealing with ambiguity.

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 levels

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