Associate Technical Support Analyst - Drive Service

CDK Global is a provider of cloud-based software solutions for automotive dealerships and manufacturers. The Associate Technical Support Analyst provides primary remote support to customers by responding to product inquiries, troubleshooting software issues, documenting cases, and guiding clients toward timely resolutions. The role also escalates complex issues, submits product change requests, and supports evolving customer and product needs. ResponsibilitiesReceives inbound client/associate inquiries via phone, web chat, e-mail, and online ticketCreates case logs, record information, establish resolution time, follow up on issues, and escalate complex issuesAssesses issues and establish a course of action to guide the client/associate to timely resolution of inquiryTroubleshoots problems with malfunctioning software applications and recommends corrective actionDirects and guides clients through resolution of technical issuesSubmits requests for product changes and other custom progra