Implementation Support Representative

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. Its 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 whats expected by the client.

Youll 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 youll 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 individuals primary responsibilities include implementation and documentation of current and proposed Virtual solutions.
• 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

SKILLS & EXPERIENCE

Qualifications (In Priority Order):

BCA

B.Com (Computers)

B.Sc. / B.Com / BA

Experience: 1-3 years of experience in Implementation of products

Skills (In Priority Order):

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

• Good Knowledge of Unix / Linux / SQL
• Advanced Excel and VBA knowledge desirable
• Planning & scheduling abilities.
• Attention to detail experience with CRM systems such as salesforce desired
• Programming experience. Visual Basic and HTML are advantageous
• 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
• Experience programming in a group environment.
• SQL knowledge.
• Experience creating business process workflow diagrams