Technical Support Associate - Accounting

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Descrizione

Hybrid: To be considered for this role, you must live within a commutable distance to our CDK offices in the following locations: Austin, TX, Hoffman Estates, IL, Portland, OR, and Blue Ash, Ohio Position Summary: The Technical Support Analyst - Accounting provides primary support to customers encountering problems with CDK Accounting solutions. Position Responsibilities and Essential Functions: Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket Documents all work via a ticketing system, sets resolution timelines with customers, and keeps customers updated on the status of their requests Assesses issues and troubleshoots using technical knowledge and problem-solving skills to establish a course of action assuring a timely resolution to customer inquiries Must be able to direct and guide customers through resolution of complex technical issues Escalates issues beyond scope of current knowledge and then works to fill in those knowledge gaps Applies knowledge of CDK case resolution process, policies, and escalation methodology Mentor and train baseline support team to build team bench strength and improve team knowledge of product and processes Work within a tight team environment and willingly assists team members as needed and often Attends training courses as required and stay abreast of evolving technical, internal processes, and industry developments Provides other ad hoc support and duties as assigned Works in a fast-paced environmen

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