Implementation Support Rep

Description:

When customers subscribe to our products and services, it is just the beginning of our relationship with them. As a software implementation Analyst, your role will be to configure and deploy the systems they have bought, and ensure that we get them up & running with live software as efficiently & effectively as we can. The focus here is on making the customer experience as good as it can be. It’s not enough simply to meet our contractual obligations. You will establish the base software installation pack and configure the system to operate as expected & perform system integration testing to ensure the solution delivers what’s expected by the client. You’ll be responsible for managing and executing data migration activities (if required) to ensure that existing customer data is imported, validated and signed off by the customer prior to go-live & using UAT you’ll ensure that the system is configured as our clients need it to be. The ideal candidate will be a highly motivated Implementation Specialist with a passion for Installations of Hardware and Software into customer solutions. Maintain a thorough understanding of CDK products, processes, and customer needs

Main Duties / Responsibilities:

· The individual’s primary responsibilities include implementation and documentation of current and proposed Virtual solutions.

· Dealing with a wide variety of enquiries from Customers\Clients from call start to closure, escalating when necessary.

· Practically applies knowledge of CDK Implementation process, policies, and escalation methodology

· Work with the Senior Implementation Specialist to customize software settings to meet customer requirements

· Validate data conversion from prior DMS

· Resolve issues and handle escalations during implementations.

· Work closely with US-based project management, Virtual Install team, and sales teams in a collaborative environment.

· Be part of a team of world-class Implementation specialists having a large impact on the automotive industry in North America.

· Assist with generating Install proposals by partnering with the CDK sales organization to respond to customer needs.

· Identify opportunities to automate manual configuration tasks leveraging emerging technologies.

· Attends training courses as required and stay abreast of evolving internal processes and industry developments

· 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:

    •    BCA
    •    BCOM (Computers)
    •    B.Sc. (Computers)
    •    B.TECH

Experience: 1-2 years of experience in Implementation of products

Skills :

· Must demonstrate a fluent command of the English language in both verbal and written communications, including Video Conferencing – Video Chat

· Should Possess excellent Problem Solving and debugging skills

· Excellent analytical and implementation skills

· Must possess a passion for technology with the ability to be self-directed, highly motivated, and be able to set priorities with minimal supervision. Always looking to improve processes and minimize manual inputs – has a passion for automation and innovation

· Experience working as part of onshore/offshore teams is highly desirable. Experience as part of a customer service team is desirable – has client facing experience and is confident in communications with internal and external customers

· Must be willing to have daily contact with US-based team members as required

· Ability to use software applications including the MS office suite and Visio

· Time management, multi-tasking and prioritization skills. Must be able to work multi-task working on several projects some that may have strict deadlines – the ability to multi-task is essential

· Performance Track record should be good in last 3 years.

· Should be able to work in flexible work hours, in line with the US time zones

Technical & Behavioral Competencies

· Must have good working Knowledge of Excel and VBA knowledge desirable

· Exposure to programming is a added advantage

· Planning & scheduling abilities.

· Attention to detail – experience with CRM systems such as salesforce desired

· Desire for self-education – candidate has a proven record of self-education

Competencies

· Adaptability

· Collaboration

· Innovation

· Client Focus

· Analytical ability

· Attention to detail.

· Critical thinking skills.

Preferred Attributes :

· General knowledge of internal processes at car dealerships and service centers.

· Having prior knowledge of implementation of Automotive Dealer Management Systems is desirable

· SQL knowledge.

· Experience creating business process workflow diagrams

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US.  CDK may offer employer visa sponsorship to applicants.