Accounts Software Support Analyst (Support, Support Analyst, Analyst)
- Recruiter
- CDK Group
- Location
- Hungerford
- Salary
- Competitive
- Posted
- 21 Oct 2014
- Closes
- 31 Oct 2014
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
Job title: Accounts Software Support Analyst (Support, Support Analyst, Analyst)
Location: Hungerford
Competitive
Careers with CDK Global - where to next?
So who are we and what do we do?
Founded as ADP Dealer Services in 1972, 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.
Accounts Software Support Analyst (Support, Support Analyst, Analyst)
Purpose of the Accounts Software Support Analyst (Support, Support Analyst, Analyst) role
Provision of an excellent support service is critical to the achievement of CDK's strategic plans for growth and profitability. The Support Analyst Level 4 will have expertise relating to a specified CDK Accounts Software Applications and will serve as a point of escalation within a customer support team, assisting colleagues in addressing customer enquiries and achieving successful call closure. Working as part of an assigned team providing support, you will assist colleagues in dealing with technical enquires
This Accounts Software Support Analyst (Support, Support Analyst, Analyst) role requires someone who is a specialist in an Accounts Software Application. 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.
Key Duties & Responsibilities of the Accounts Software Support Analyst (Support, Support Analyst, Analyst)
- Technically mentoring Support Analysts 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 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
- Leading the introduction of new Products into the support function, and working closely with management to increase the technical level of skills and competence of colleagues
- Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customer satisfaction levels
- Regular deputising in the absence of the Team Leader Liaising with other CDK Global teams or departments to develop and to maintain high levels of customer service and effective resolution of customer enquiries
- Desired Skills and Experience
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.
Skills / Knowledge & Experience for the Accounts Software Support Analyst (Support, Support Analyst, Analyst) role
- 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 in local language and English
- 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
So who are we and what do we do?
We are the market-leading supplier of software and services to the retail automotive industry providing advanced, highly capable, integrated software to car dealerships in more than 50 countries. We have been innovating for over 40 years, and now have the largest influence of any company in our industry. Despite the scale of our success, we are still a business where every person matters and where anyone can make an impact on our future growth.
To apply for the Accounts Software Support Analyst (Support, Support Analyst, Analyst) role, please click the 'Apply now' button.
(Key skills: Software Support, Support, IT Support, Support Analyst, Software Support Analyst, Analyst)
Location: Hungerford
Competitive
Careers with CDK Global - where to next?
So who are we and what do we do?
Founded as ADP Dealer Services in 1972, 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.
Accounts Software Support Analyst (Support, Support Analyst, Analyst)
Purpose of the Accounts Software Support Analyst (Support, Support Analyst, Analyst) role
Provision of an excellent support service is critical to the achievement of CDK's strategic plans for growth and profitability. The Support Analyst Level 4 will have expertise relating to a specified CDK Accounts Software Applications and will serve as a point of escalation within a customer support team, assisting colleagues in addressing customer enquiries and achieving successful call closure. Working as part of an assigned team providing support, you will assist colleagues in dealing with technical enquires
This Accounts Software Support Analyst (Support, Support Analyst, Analyst) role requires someone who is a specialist in an Accounts Software Application. 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.
Key Duties & Responsibilities of the Accounts Software Support Analyst (Support, Support Analyst, Analyst)
- Technically mentoring Support Analysts 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 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
- Leading the introduction of new Products into the support function, and working closely with management to increase the technical level of skills and competence of colleagues
- Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customer satisfaction levels
- Regular deputising in the absence of the Team Leader Liaising with other CDK Global teams or departments to develop and to maintain high levels of customer service and effective resolution of customer enquiries
- Desired Skills and Experience
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.
Skills / Knowledge & Experience for the Accounts Software Support Analyst (Support, Support Analyst, Analyst) role
- 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 in local language and English
- 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
So who are we and what do we do?
We are the market-leading supplier of software and services to the retail automotive industry providing advanced, highly capable, integrated software to car dealerships in more than 50 countries. We have been innovating for over 40 years, and now have the largest influence of any company in our industry. Despite the scale of our success, we are still a business where every person matters and where anyone can make an impact on our future growth.
To apply for the Accounts Software Support Analyst (Support, Support Analyst, Analyst) role, please click the 'Apply now' button.
(Key skills: Software Support, Support, IT Support, Support Analyst, Software Support Analyst, Analyst)