CDK isn’t your average tech company. And a CDK career in Customer Delivery isn’t your average career. As the largest provider of automotive retail technology solutions, the Customer Delivery team provides a broad range of exciting opportunities in your career. Learn the ins and outs of our industry-leading technology, install our software and educate our customers on using it. Read CDK reviews, benefits, and salaries here
The Associate, Technology Support Analyst provides primary support to customers encountering problems using the CDK’s products and solutions. Responds to customer product inquiries via telephone, email or e-cases. Facilitates inquires through systems in order to provide answers to common questions and problems. Resolves customer concerns high-stress raised during installation, operation, maintenance or product/service application or compatibility matters. Documents customer information and recurring technical issues to support product/service quality programs and product development.
Day 1 Benefits including:
Medical, dental, vision, and 401k match
Tuition reimbursement
Paid Vacation & Volunteer time
Paid training and Work from home
Qualifications & Requirements
Strong customer service skills
Ability to absorb and apply new concepts in a timely manner. Displays the drive to learn new features or troubleshoot methods for their primary application
Handles high stress interactions and situations and can de-escalate appropriately using empathy
Strong communication skills with peers as well as clients, both oral as well as written. Functions effectively within a team environment
Time management and completion of tasks to a definite deadline. Ability to be flexible with regards to shifting priorities and projects
PREFERRED ATTRIBUTES & Qualifications
Bachelor’s degree
Bilingual French or Spanish is highly desired
1 year of PC desktop support or technical support experience with client contact (outside CDK support)
Knowledge of Microsoft OS and mobile devices (Smartphones/iPads)
Automotive industry experience
Experience using CDK or other issue ticketing systems such as SalesForce, Clarify, Remedy, or Footprints.
The Role…
The REMOTE Field Implementation Specialist is responsible to effectively and efficiently deploying CDK software to our customers working as a key member of the installation team and training all customers’ users either remotely or on-site.
What you'll be doing…
Provide technical subject matter expertise by engaging with the Client Implementation Manager (CIM) to understand business requirements, identify product and product setup requirements to achieve the agreed contractual aims. This includes verifying that the technical solution sold to the client is installable as sold and providing feedback to the CIM on technical gaps and risks.
Guide and advise the customer in terms of best practice operational processes and system usage practices to achieve the best ROI for the selected product set
Establish (working with the CIM) the base software installation pack and configure the system to operate as expected.
Perform system integration testing where necessary to ensure the solution delivers what‘s expected by the client
Manage and execute data migration activities (if required) to ensure the existing customer data is imported, validated, and signed off by the customer prior to go-live
Verify with the client through UAT that the system is configured correctly
Execute the cut-over to production on the agreed go-live date
Provide on-site support to end-users to guide, advise, train, and verify that users are able to undertake their role using the products
Based on business experience and knowledge make best practice recommendations to the CDK configurations and/or client process to maximize client utilization and business results
Collaborate with the CIM and Sales to propose additional CDK software and business solutions to the client based on solid knowledge of the clients processes and business requirements
Escalate to client manager any issues with client engagement during testing and training, or any issues that could derail project success
What you'll bring…
Automotive dealership experience preferred
Bachelor’s degree or equivalent experience preferred
Experience with executing customer-facing implementation or product delivery projects
Demonstrated experience managing multiple priorities and balancing competing priorities.
Excellent interpersonal/communication and presentation skills
Ability to travel 75% of the time
PREFERRED ATTRIBUTES & Qualifications…
Strong interpersonal soft skills (setting/managing expectations, conflict resolution, etc.)
Ability to consult and collaborate cross-functionally with other departments
Ability to handle an increasingly high volume of work in a fast-paced, deadline-driven environment in a calm manner.
The Role…
The Associate Implementation Specialist is responsible to effectively and efficiently deploying CDK software to our customers working as a key member of the installation team and to train all customers’ users either remotely or on-site.
What you'll be doing…
Provide technical subject matter expertise by engaging with the Client Implementation Manager (CIM) to understand business requirements, identify product and product setup requirements to achieve the agreed contractual aims. This includes verifying that the technical solution sold to the client is installable as sold and providing feedback to the CIM on technical gaps and risks.
Guide and advise the customer in terms of best practice operational processes and system usage practices to achieve the best ROI for the selected product set
Establish (working with the CIM) the base software installation pack and configure the system to operate as expected.
Perform system integration testing where necessary to ensure the solution delivers what‘s expected by the client
Manage and execute data migration activities (if required) to ensure the existing customer data is imported, validated, and signed off by the customer prior to go-live
Verify with the client through UAT that the system is configured correctly
Execute the cut-over to production on the agreed go-live date
Provide on-site support to end-users to guide, advice, train, and verify that users are able to undertake their role using the products
Based on business experience and knowledge make best practice recommendations to the CDK configurations and/or client process to maximize client utilization and business results
Collaborate with the CIM and Sales to propose additional CDK software and business solutions to the client based on solid knowledge of the client's processes and business requirements
Escalate to client manager any issues with client engagement during testing and training, or any issues that could derail project success.
What you'll bring with you…
French bilingual is a requirement.
Automotive dealership experience preferred
Bachelor’s degree or equivalent experience preferred
Experience with executing customer-facing implementation or product delivery projects
Demonstrated experience managing multiple priorities and balancing competing priorities.
Excellent interpersonal/communication and presentation skills
Ability to travel 20% of the time
The Assoc. Field Implementation Specialist (AFIS) is responsible to effectively and efficiently deploy CDK software to our customers working as a key member of the installation team and to train all customers’ users either remotely or on-site.
What you'll be doing…
Provide technical subject matter expertise by engaging with Sr. Project Manager (SPM) to understand business requirements, identify product and product setup requirements to achieve the agreed contractual aims. This includes verifying that the technical solution sold to the client is installable as sold and providing feedback to the CIM on technical gaps and risks.
Guide and advise the customer in terms of best practice operational processes and system usage practices to achieve best ROI for the selected product set
Establish (working with the SPM) the base software installation pack and configure the system to operate as expected.
Perform system integration testing where necessary to ensure the solution delivers what‘s expected by the client
Manage and execute data migration activities (if required) to ensure the existing customer data is imported, validated, and signed off by the customer prior to go-live
Verify with the client through UAT that the system is configured correctly
Execute the cut-over to production on the agreed go-live date
Provide on-site support to end-users to guide, advise, train, and verify that users are able to undertake their role using the products
Based on business experience and knowledge make best practice recommendations to the CDK configurations and/or client process to maximize client utilization and business results
Collaborate with the SPM and Sales to propose additional CDK software and business solutions to the client based on solid knowledge of the clients processes and business requirements
Escalate to client manager any issues with client engagement during testing and training, or any issues that could derail project success
What you'll bring…
Automotive dealership experience preferred
Bachelor’s degree or equivalent experience preferred
Experience with executing customer-facing implementation or product delivery projects
Demonstrated experience managing multiple priorities and balancing competing priorities.
Excellent interpersonal/communication and presentation skills
Ability to travel 75% of the time
PREFERRED ATTRIBUTES & Qualifications
Strong interpersonal soft skills (setting/managing expectations, conflict resolution, etc)
Ability to consult and collaborate cross-functionally with other departments
Ability to handle an increasingly high volume of work in a fast-paced, deadline-driven environment in a calm manner.
The Role
Drive success at Salty, an insurtech tackling the $5T market for insurance products with a novel business model and technology platform. We are the pioneers of Embedded Insurance® – a way to add insurance seamlessly to a host of customer journeys, adding value and reducing risk for distribution partners and consumers alike. Hyper-growth drives a need for continued investment in our management ranks.
We seek an Associate Field Implementation Specialist who can take on responsibility for our new clients who are beginning the Customer Journey to ensure their experience from the moment they transition from Sales is a "partnership in success.”
This includes the "Sales to Launch'' turnover call through the in-store/remote installation/launch of the product and processes. Dealer engagement will consist of direct interaction with General Managers, Dealer Principals, and appointed points of contact to manage daily data-driven updates and communicate best practices. You will be responsible for the direct training of dealer staff. You will document activities in our business support platforms, run in-person recaps with selected dealer personnel, and email follow-up summaries displaying training path, trending, and daily results. You will manage your schedule to ensure daily attendance for stand-up calls with the team and collaborate with the designated Success Specialist assigned to accounts to ensure proper handoff after completing the Launch phase.
Client-facing role driving revenue.
Execute flawlessly
Write the playbooks
Data-tracking and analysis
Work in a culture of continuous improvement on those metrics
Advising and persuading individual customers on Salty products
Relationship-building abilities to build advocates as part of our ecosystem
Qualifications:
• SAAS / digital transformation experience, automotive retail / vendor operations desired
• Training experience – especially building comprehensive digital assets
• Project management experience
• Technical implementation experience desirable ]
The Role…
Provides primary support to customers encountering problems using the CDK’s products and solutions. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Facilitates inquires through systems in order to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Documents customer information and recurring technical issues to support product quality programs and product development Position Responsibilities & Essential functions
Receives inbound client/associate inquiries via phone, e-mail, and online ticket
Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
Troubleshoots problems with malfunctioning software applications and recommends corrective action
Directs and guides clients through the resolution of technical issues
Submits requests for product changes and other custom programming updates
Practically applies knowledge of CDK case resolution process, policies, and escalation methodology
Attends training courses as required and stay abreast of evolving internal processes and industry developments
Provides customer service and remote support services and applies problem-solving skills
Works in a team environment and assist team members on various issues
Provides other ad hoc support and duties as assigned
Works in an environment with competing priorities
Qualifications & Requirements
Associates/Bachelors strongly preferred
Proficient PC skills, specifically in Windows and IOS environments
Knowledge and familiarity with mobile devices (Smartphones/iPads)
Ability to document, track and monitor a problem/issue to a timely resolution
Problem-solving ability
Strong negotiation skills; strong verbal and written communication skills along with the prioritization of duties
PREFERRED ATTRIBUTES & Qualifications
1 year of PC desktop support or technical support experience with client contact
Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads)
Experience using a ticketing System such as Clarify, Remedy, or Footprints
Knowledge of Unix / Linux / SQL
PC certifications (A+, MCDST or MCST)
Automotive industry experience
Bilingual French or Spanish
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