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Client Tech Analyst

Job Description

Job: 10474431
Position: Client Tech Analyst in Norwood, OH
                         
Summary:
Provides primary support to customers encountering problems using the CDKs 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
 
Responsibilities:
  • Receives inbound client/associate inquiries via phone, web chat, 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 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:
  • 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 skill; strong verbal and written communication skills along with prioritization of duties
PREFERRED ATTRIBUTES & Qualifications
  • Associates/Bachelors strongly preferred
  • 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
 
WORK SCHEDULE
Monday - Friday (8am - 12am)
Saturday - (8am - 12am)
Sunday - (1pm - 10pm)
Note: Work schedule is determined after training is finished... Training is 3-4 weeks long, and hours are 10am - 7pm. Afterwards, shifts are assigned based on the needs of the business. But, the biggest need is usually shifts that start at either 10am or 12pm. Weekends are rotational.

Job Requirements

 

Job Snapshot

Location US-OH-Norwood
Employment Type Contractor
Pay Type Hour
Pay Rate N/A
Store Type IT & Technical
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Company Overview

Ascent

The Ascent Services Group (ASG) is a leading national technology consulting and professional services firm that focuses on tactical and strategic consulting. ASG’s fundamental business is providing staffing services to Large Enterprise clients in our core market verticals: Financial Services, Healthcare, and Life Sciences. We focus the majority of our efforts in Staff Augmentation support of Large Enterprise Clients who utilize a Vendor Management System. Learn More

Contact Information

US-OH-Norwood
Richard Oliver
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Snapshot
Ascent
Company:
US-OH-Norwood
Location:
Contractor
Employment Type:
Hour
Pay Type:
N/A
Pay Rate:
IT & Technical
Store Type:

Job Description

Job: 10474431
Position: Client Tech Analyst in Norwood, OH
                         
Summary:
Provides primary support to customers encountering problems using the CDKs 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
 
Responsibilities:
  • Receives inbound client/associate inquiries via phone, web chat, 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 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:
  • 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 skill; strong verbal and written communication skills along with prioritization of duties
PREFERRED ATTRIBUTES & Qualifications
  • Associates/Bachelors strongly preferred
  • 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
 
WORK SCHEDULE
Monday - Friday (8am - 12am)
Saturday - (8am - 12am)
Sunday - (1pm - 10pm)
Note: Work schedule is determined after training is finished... Training is 3-4 weeks long, and hours are 10am - 7pm. Afterwards, shifts are assigned based on the needs of the business. But, the biggest need is usually shifts that start at either 10am or 12pm. Weekends are rotational.

Job Requirements

 
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Client Tech Analyst Apply now