Technical Support Analyst - Bristol

Job description

Technical Support Analyst Careers with CDK Global - where to next?

So, who are we and what do we do?

CDK Global is the largest global provider of integrated information technology and digital marketing solutions to automotive dealerships and manufacturers in more than 100 countries worldwide for the world’s biggest car brands.

Although we operate on a global scale, we are small by comparison and that is a good thing. It means that we are still a business where every person matters and where anyone can make an impact on our growth and success.

We have opportunities in a wide range of business areas so wherever in the world you join us, you will get the support, training and tools you need to make significant steps forward in your career.

Ok, so what does the role of a Technical Support Analyst at CDK Global involve?

When customers subscribe to our products and services, it is just the beginning of our relationship with them. We have to configure and deploy the systems they have bought into, train end-users in how to get the most from them, and also provide ongoing support.

The focus here is on making the customer experience as good as it can be. It’s not enough simply to meet our contractual obligations. We also work to continuously improve our services, identifying any wasteful parts of the process and innovating around them. This could mean anything from building a more effective self-help tool to investing in collaboration technologies that allow us to work more seamlessly with our clients.

On a daily basis you’ll be;

• Taking ownership of support customer and manufacturer enquiries
• Dealing with a wide variety of enquiries from customers from call start to closure, escalating when necessary
• Actively and efficiently logging support case data and achieving First Contact Fix wherever possible
• Analysing and resolving complex product issues, using analytical, technical or programming skills
• Responding with empathy to customers, dealing with their needs, and acknowledging 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 customer satisfaction levels

Who do we look for?

We look for people with the right cultural fit. That means being passionate and enthusiastic and having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours.

For people to join our Support team, we look for application software-related helpdesk experience. Given our customer service focus, we expect everyone in Support to have strong client-facing skills. Our ideal candidates are analytical thinkers and technical problem-solvers - because these are the people who can ensure our clients get the most out of our software.

To be considered for this position, you’ll need to have the following key skills and experience:

• You’ll be perfect if you have a background working in a technical, problem solving customer service environment - working on bespoke software and providing support to an external client base.
• You’ll have experience of investigating and identifying solutions to a range of situations.
• You’ll need to have outstanding verbal and written communication skills,You’ll be resourceful and well organised, and are prepared to take responsibility for successful issue resolution.
• You’ll have high level investigation, analytical, problem solving and trouble shooting skills
• Above all, you will have a passion and commitment to providing service excellence.

And, if you’ve got any of the following expertise, then even better:

• Familiarity with how car dealership software is configured
• Familiarity with the daily working practices of a car dealerships
• A Good 1st degree
• The ability to read & interpret code (c# c++)

What can we offer you?

To help us attract and retain the best, we pay people according to performance, not tenure. Excel in your role here and the rewards will be excellent too. We will also help you to grow your career, not only through focused investment in learning and development but also by enabling you to explore the opportunities our global market has to offer.