• 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 inquiries 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. • 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.