📍 Job Overview

Job Title: Associate Technical Support Analyst
Company: CDK Global
Location: Remote, USA
Job Type: Full-Time
Category: Technical Support
Date Posted: 2025-06-11
Experience Level: Entry to Mid-Level (0-2 years)
Remote Status: Remote Solely

🚀 Role Summary

Provide primary support to CDK Global's customers using their products and solutions.
Resolve customer concerns and troubleshoot technical issues via phone, web chat, email, and online tickets.
Document customer information and recurring technical issues to support product quality programs and product development.

📝 Enhancement Note: This role requires strong problem-solving skills, excellent communication, and the ability to work in a team environment. Familiarity with the automotive industry and relevant software applications is a plus.

💻 Primary Responsibilities

Customer Support: Receive and respond to inbound customer/associate inquiries via phone, web chat, email, and online tickets.
Issue Resolution: Assess issues, establish a course of action, and guide customers to timely resolution of their inquiries.
Troubleshooting: Troubleshoot problems with malfunctioning software applications and recommend corrective action.
Documentation: Document customer information and recurring technical issues to support product quality programs and product development.
Teamwork: Work in a team environment and assist team members on various issues.
Ad-hoc Support: Provide other ad-hoc support and duties as assigned.

📝 Enhancement Note: This role involves working in an environment with competing priorities, requiring strong prioritization and time management skills.

🎓 Skills & Qualifications

Education

Associates/Bachelors degree strongly preferred.

Experience

1 year of PC desktop support or technical support experience with client contact (preferred).

Required Skills

PC Skills: Proficient PC skills, specifically in Windows and iOS environments.
Mobile Devices: Knowledge and familiarity with mobile devices (Smartphones/iPads).
Problem Solving: Ability to document, track, and monitor a problem/issue to a timely resolution.
Communication: Strong verbal and written communication skills along with prioritization of duties.
Negotiation: Strong negotiation skills.

Preferred Skills

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.
Service-related applications with dealerships.
Bilingual (French or Spanish).

📝 Enhancement Note: While not required, having experience with automotive industry software and dealership services can be beneficial for this role.

📊 Web Portfolio & Project Requirements

N/A

📝 Enhancement Note: As this is a technical support role, a portfolio is not required. However, having examples of past problem-solving scenarios or customer service experiences can be beneficial.

💵 Compensation & Benefits

Salary Range

Hourly Compensation Range: $25.00/Hour to $30.00/Hour

📝 Enhancement Note: The salary range provided is in USD and is based on the information given in the job listing. It may vary depending on factors such as experience, location, and performance.

Benefits

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

🎯 Team & Company Context

🏢 Company Culture

Industry: CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (OEMs) across automotive and related industries.
Company Size: CDK Global is a large, global company with a significant presence in the automotive industry.
Founded: CDK Global was founded in 1972 and has since grown to become a leading provider of cloud-based software to dealerships and OEMs.

Team Structure

The technical support team at CDK Global works together to provide primary support to customers encountering problems using their products and solutions.
The team consists of Associate Technical Support Analysts who work together to resolve customer concerns and troubleshoot technical issues.

Development Methodology

The technical support team at CDK Global uses a ticketing system to manage and track customer inquiries and issues.
The team follows a structured process for assessing issues, establishing a course of action, and guiding customers to timely resolution of their inquiries.

Company Website: www.cdkglobal.com

📝 Enhancement Note: CDK Global's company culture emphasizes connections that allow them to deliver world-class software, support, and data insights. Their values are Stay Curious, Own It, Be Open, and Create Possibilities.

📈 Career & Growth Analysis

Technical Support Career Level

This role is an entry to mid-level position in the technical support career path.
The primary responsibilities of this role involve providing primary support to customers, resolving customer concerns, and troubleshooting technical issues.
This role requires strong problem-solving skills, excellent communication, and the ability to work in a team environment.

Reporting Structure

This role reports directly to the Technical Support Manager.
The technical support team works together to provide primary support to customers and resolve their issues.

Technical Impact

The technical support team at CDK Global has a significant impact on the company's products and solutions.
By resolving customer concerns and troubleshooting technical issues, the team helps ensure that CDK Global's products and solutions are functioning correctly and meeting customer expectations.

Growth Opportunities

Career Progression: With experience and demonstrated proficiency, Associate Technical Support Analysts may be eligible for promotion to Senior Technical Support Analyst or other roles within CDK Global.
Technical Skill Development: This role offers opportunities to develop and enhance technical skills, including troubleshooting, problem-solving, and customer service.
Leadership Potential: With experience and demonstrated leadership skills, Associate Technical Support Analysts may have the opportunity to take on leadership roles within the technical support team or other areas of the company.

📝 Enhancement Note: CDK Global offers opportunities for career growth and development within the technical support team and other areas of the company. Employees are expected to remain in this role for a minimum of 24 months before any internal movement, outside of Customer Care, will be approved.

🌐 Work Environment

Office Type: Remote

Office Location(s): The remote work arrangement allows employees to work from anywhere in the United States.

Workspace Context

Remote Work: As a remote position, this role requires a dedicated workspace with a reliable internet connection and appropriate equipment for performing job duties.
Team Interaction: The technical support team at CDK Global works together to provide primary support to customers and resolve their issues. Team members interact with each other regularly to discuss issues, share knowledge, and collaborate on solutions.
Work Schedule: This role requires a standard work schedule of 40 hours per week, with flexibility for handling customer inquiries and issues as they arise.

Work Schedule

Working Hours: This role requires a standard work schedule of 40 hours per week, with flexibility for handling customer inquiries and issues as they arise.
Project Deadlines: As a technical support role, there are no specific project deadlines. However, customer inquiries and issues must be resolved in a timely manner.

📝 Enhancement Note: As a remote position, this role requires a dedicated workspace with appropriate equipment and a reliable internet connection. The work environment is fast-paced and requires strong problem-solving skills, excellent communication, and the ability to work in a team environment.

📄 Application & Technical Interview Process

Interview Process

Phone Screen: A phone screen will be conducted to assess communication skills and technical knowledge.
Technical Assessment: A technical assessment will be conducted to evaluate problem-solving skills and troubleshooting ability.
Behavioral Interview: A behavioral interview will be conducted to assess cultural fit and customer service skills.
Final Interview: A final interview will be conducted to discuss the role and make a hiring decision.

Portfolio Review Tips

N/A

Technical Challenge Preparation

Problem-Solving: Brush up on problem-solving skills and be prepared to discuss specific examples of how you have resolved technical issues in the past.
Communication: Practice clear and concise communication, both verbally and in writing.
Customer Service: Prepare examples of how you have provided excellent customer service in the past.

ATS Keywords

PC Skills: Windows, iOS, Mobile Devices, Technical Support, Customer Service, Troubleshooting, Negotiation, Documentation, Teamwork, Ticketing Systems, Automotive Industry Knowledge, Bilingual
Software: CDK Global's products and solutions, Ticketing Systems (Clarify, Remedy, Footprints)
Hardware: PC, Mobile Devices (Smartphones/iPads)
Methodologies: Problem-solving, Customer Service, Technical Support

📝 Enhancement Note: As a technical support role, the interview process will focus on assessing problem-solving skills, troubleshooting ability, and customer service skills. The technical assessment will involve evaluating the candidate's ability to resolve technical issues and provide excellent customer service.

🛠 Technology Stack & Web Infrastructure

N/A

📝 Enhancement Note: As a technical support role, this position does not require a specific technology stack or web infrastructure knowledge. However, familiarity with CDK Global's products and solutions, as well as relevant ticketing systems, is essential.

👥 Team Culture & Values

Web Development Values

Stay Curious: At CDK Global, we are focused on connections that allow us to deliver world-class software, support, and data insights.
Own It: We take ownership of our work and strive to deliver the best possible results for our customers.
Be Open: We foster an open and collaborative work environment where everyone's ideas are valued.
Create Possibilities: We are committed to creating possibilities for our customers, our team, and our company.

Collaboration Style

Teamwork: The technical support team at CDK Global works together to provide primary support to customers and resolve their issues.
Knowledge Sharing: Team members share knowledge and collaborate on solutions to ensure that customers receive the best possible support.
Continuous Learning: The technical support team is committed to continuous learning and staying up-to-date with the latest technologies and best practices.

📝 Enhancement Note: CDK Global's company culture emphasizes connections, ownership, openness, and creating possibilities. The technical support team works together to provide primary support to customers and resolve their issues, fostering a collaborative and continuous learning environment.

⚡ Challenges & Growth Opportunities

Technical Challenges

Customer Issues: This role involves resolving a wide range of customer issues, which can be challenging and require strong problem-solving skills.
Technical Complexity: Some customer issues may involve complex technical problems that require in-depth troubleshooting and expertise to resolve.
Time Management: As a remote position, this role requires strong time management skills and the ability to prioritize tasks and manage time effectively.

Learning & Development Opportunities

Technical Skill Development: This role offers opportunities to develop and enhance technical skills, including troubleshooting, problem-solving, and customer service.
Career Progression: With experience and demonstrated proficiency, Associate Technical Support Analysts may be eligible for promotion to Senior Technical Support Analyst or other roles within CDK Global.
Leadership Potential: With experience and demonstrated leadership skills, Associate Technical Support Analysts may have the opportunity to take on leadership roles within the technical support team or other areas of the company.

📝 Enhancement Note: As a technical support role, this position offers opportunities to develop and enhance technical skills, as well as career progression and leadership potential. However, the role also presents challenges, including resolving complex customer issues and managing time effectively in a remote work environment.

💡 Interview Preparation

Technical Questions

Problem-Solving: Be prepared to discuss specific examples of how you have resolved technical issues in the past.
Customer Service: Prepare examples of how you have provided excellent customer service in the past.
Troubleshooting: Brush up on your troubleshooting skills and be prepared to discuss specific examples of how you have resolved technical issues in the past.

Company & Culture Questions

CDK Global's Products & Solutions: Familiarize yourself with CDK Global's products and solutions and be prepared to discuss how you can provide excellent support to customers using them.
Customer Service: Prepare examples of how you have provided excellent customer service in the past and how you can apply those skills in this role.
Teamwork: Be prepared to discuss how you have worked effectively in a team environment in the past and how you can contribute to CDK Global's technical support team.

Portfolio Presentation Strategy

N/A