Technical Support Associate - Accounting

CDK Global • Hoffman Estates, IL

6d • Hybrid

About The Position

The Technical Support Associate provides primary support to customers experiencing problems with CDK Accounting solutions. The role receives inquiries through phone, web chat, email, and online tickets; documents work and resolution timelines; troubleshoots issues; and guides customers through complex technical resolutions. The associate escalates issues beyond their current knowledge and develops expertise to address knowledge gaps. The role also supports team capability through mentoring and training, stays current with technical and process developments, and handles other assigned support duties in a fast-paced environment with competing priorities.

This is a hybrid role. Candidates must live within commuting distance of CDK offices in Austin, Texas; Hoffman Estates, Illinois; Portland, Oregon; or Blue Ash, Ohio. Compensation is $30–$35 per hour. The total compensation package may also include an annual performance bonus, benefits, and/or other applicable incentive compensation plans.

Requirements

• 3–4 years of user support or implementation experience within a technical support organization or field service organization.
• Experience with CDK Accounting solutions and workflows.
• Strong customer service experience and skills, including by phone and in person.
• Ability to speak English.
• Proven ability to lead by example and influence positive change among peers.
• Basic computer skills.
• Legally authorized to work in the United States without the need for current or future employment-based visa sponsorship.

Nice To Haves

• Strong aptitude for teaching and mentorship.
• Knowledge of or experience with dealership F&I processes.
• Experience using a ticketing system such as Clarify or Salesforce.
• Willingness and capacity to adapt to an ever-changing environment.
• French language skills.

Responsibilities

• Receive customer and associate inquiries by phone, web chat, email, and online ticket.
• Document work in a ticketing system, establish resolution timelines with customers, and provide status updates.
• Assess and troubleshoot issues using technical knowledge and problem-solving skills to resolve inquiries promptly.
• Direct and guide customers through resolution of complex technical issues.
• Escalate issues beyond current knowledge and work to fill knowledge gaps.
• Apply CDK case-resolution processes, policies, and escalation methodology.
• Mentor and train baseline support team members to strengthen team capability and improve product and process knowledge.
• Work collaboratively in a close-knit team and assist team members as needed.
• Attend required training and stay current with technical developments, internal processes, and industry developments.
• Provide other ad hoc support and duties as assigned.
• Work effectively in a fast-paced environment with competing priorities.

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• Paid Time Off (PTO)
• 401(k) matching program
• Tuition reimbursement
• Potential annual performance bonus and/or other applicable incentive compensation plans

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed