Support Analyst

CDK Global

Johannesburg, Randburg, ZA, N/A

1d ago

Accelerate Your Career

Drive global technology

We’re a global market leader in providing software and digital marketing solutions to the automotive industry. We’re innovating the way that automotive dealerships drive their customers’ car-buying experience from the moment they run a search online all the way through to bringing their car back in for a service.

Join us and be a part of the evolution.

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organisation where every person matters.

You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

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

Why a career with CDK Global?

We demand diversity . Our people may be spread across countries, continents and cultures, but we’re united by a passion and enthusiasm to drive our business forward.

This means no matter where you work you’ll feel like part of our global team. Diverse backgrounds, ideas and experiences are the only way to deliver world-class service to our customers.

Our differences are our strengths

Your benefits. To help us attract and retain the best, we pay people according to performance, not length of service. We will also help you grow your career, not only through focused investment in learning and development but also by enabling you to explore the exciting opportunities our global market has to offer.

The perfect opportunity awaits. Start your career with CDK Global.

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