Position Responsibilities and Essential Functions :
- Documents all work via a ticketing system, sets resolution time lines 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
- Attends training courses as required and stay abreast of evolving technical, internal processes, and industry developments
- Work within a tight team environment and willingly assists team members as needed
- Provides other ad hoc support and duties as assigned
- Works in a fast paced environment with competing priorities
Qualifications and Requirements :
- Strong customer service experience required
- Excellent customer service skills via phone and in person
- Must be able to speak English; French language skills strongly preferred
- Proven ability to lead by example and affect a positive change among peers
Preferred Attributes and Qualifications :
- 1+ year of user support within a technical support capacity
- Experience in a call or technical assistance center
- Knowledge or experience in F&I process is preferred
- Experience using a ticketing System such as Clarify or Salesforce
- Basic Computer skills highly preferred
Salary Range : $48,000 to $65,000
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