Technical Support Associate - Accounting

CDK Global•Portland, OR

8d•$30 - $35•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 in a ticketing system; establishes resolution timelines; and keeps customers informed. The associate assesses and troubleshoots issues, guides customers through complex technical resolutions, and escalates matters beyond their knowledge while working to close knowledge gaps. The position also supports and mentors baseline team members, attends required training, stays current on technical and industry 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 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 excellent customer service skills over the phone and in person.
Ability to speak English.
Proven ability to lead by example and positively influence peers.
Must be legally authorized to work in the United States without current or future employment-based visa sponsorship.

Nice To Haves

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

Responsibilities

Receive client and associate inquiries through phone, web chat, email, and online tickets.
Document work in a ticketing system, set resolution timelines with customers, and provide status updates.
Assess issues and troubleshoot using technical knowledge and problem-solving skills to establish a timely course of action.
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 the baseline support team to strengthen team capabilities and improve product and process knowledge.
Work collaboratively in a tight team environment and assist team members as needed.
Attend required training and stay current on evolving technical matters, internal processes, and industry developments.
Provide other ad hoc support and duties as assigned.