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CDK Global is looking for a Senior Support Analyst in Singapore

This is a discussion on CDK Global is looking for a Senior Support Analyst in Singapore within the Looking For? forums, part of the Singapore Jobs Market - General category; So who are we and what do we do? Founded as ADP Dealer Services in 1972, CDK Global is the ...


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Old 10-11-2014, 08:37 PM
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Default CDK Global is looking for a Senior Support Analyst in Singapore

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.

Purpose of the Role


As a Senior Support Analyst you will be responsible for providing an excellent support service as a critical input to the achievement of CDK Global's strategic plans for growth and profitability. The Senior Support Analyst will have expertise relating to a bespoke ERP Software System, and will serve as a point of escalation for the frontline customer support teams, assisting colleagues in addressing complex customer enquiries and achieving successful call closure. Working as part of an assigned team providing support, you will assist colleagues act as an escalation point for technical enquires.

This role requires someone who has extensive specialist knowledge in a bespoke Software System. 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. You have the ability adapt and learn on the fly and feel comfortable in dealing with ambiguity.

Key Duties & Responsibilities
• Provide technical escalation for Frontline support 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
• Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customer satisfaction levels
• Key Results Indicators & Measures of success - Indicate what results the job holder will be accountable for and how success will be measured.
• Service responsiveness, productivity and time to resolution to agreed standards
• Patching customer systems (where appropriate)
• Positive engagement and customer satisfaction demonstrated by customer feedback from CSI

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.

To be considered for this position, you will need the following key skills and experience:
• 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 Global customers and associates
• Coaching and mentoring skills
• Programming experience – including ability to interpret and debug code

What can we offer you?

To help us attract and retain the best, we pay people according to performance, not tenure. Excel in your role here and the rewards will be excellent too. We will also help you to grow your career, not only through focused investment in learning and development but also by enabling you to explore the opportunities our global market has to offer.

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analyst, cdk, global, jobs, senior, singapore, support

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