Location : Prague
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We’re a global market leader in providing software and digital marketing solutions to the automotive industry. We’re innovating the way that automotive dealerships drive their customers’ car-buying experience from the moment they run a search online all the way through to bringing their car back in for a service.
Join us and be a part of the evolution.
We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organisation where every person matters.
You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.
Support Team Leader with Italian
Manage customer interaction in a positive way, be able to clarify the problem, consistently demonstrate basic resolution of known problems, including identifying the root cause, be able to work on new, unknown issues
Demonstrate that you can consistently deal effectively with difficult and upset customers. Coach junior analysts to manage difficult and upset customers.
Deal with and follow up on any unresolved issues arising from difficult and upset customers
Taking any cases from the stack including high priority or escalated cases - case handling, focusing on customer interaction and information gathering.
Problem diagnosis and resolution of known issues and interaction with 3rd parties and OEMs. Being able to manage escalations up to higher complexity and dealing regularly with OEMs and 3rd parties
Keep yourself informed and updated about any escalations - follow up to ensure customer and home country feedback
Attend and implement learning from customer service training
Interact in a collaborative way with PRG, Home market, TET and UK Backline to ensure the satisfactory resolution of cases and the transfer of knowledge
Receives and communicates new knowledge to relevant people so that they understand it, and takes responsibility for own understanding and knowledge retention
Considers the needs of others and shows empathy when dealing with team members
Treats all associates with respect and is polite and courteous
Acts professionally with colleagues and puts them at ease
Is able to coach others to modify an approach in order to sell an idea or gain someone’s support / cooperation and always modifies their approach in order to sell an idea or gain someone’s support / cooperation
Consistently demonstrating the ability to influence and overcome objections from colleagues and customers in order to satisfactorily resolve cases.
This includes saying no to the customer and pushing through barriers at CDK, informing Support Manager and Home country manager if likely to escalate
Leadership standards as defined in CDK Leadership expectations First Line Leader
Demonstrate that you can prioritise and evaluate lots of tasks at once and resolve competing demands with limited resources and limited control
Be able to manage your own time effectively. To work effectively under pressure you must remain calm and composed within demanding situations and focus on getting the job done to the best of your ability.
Be able to think clearly about how you can overcome the work given to you
Choose the most cost-effective, most time-effective solution that you can develop
Communication - phone, chat, written and Jabber (IM), different levels in CDK and customer
Consistently demonstrate your polite and friendly, clear and concise communication, consistently uses different approaches to talk to different people in different situations
Follows and delivers clear and concise oral instructions, Identifies with requests and tasks from management. Rarely misinterprets information given to them - always check for understanding
Demonstrates that you can write and speak grammatically in home country technical and business language and English to an acceptable level (C1 / 2) Translates technical concepts into plain language
Communicates effectively via written emails, call log write-ups, Knowledge Base documents in home country language, training notes and other documents, at all levels internal and external
Consistently demonstrates good listening skills
Always updates customers on a regular basis using the customer's preferred communication channel
Always remains calm when faced with conflict and coaches others to do the same
Identifies issues and relationships when comparing and gathering data from various sources. Identify problems and interdependencies as well as evaluating if a problem is already known.
Makes realistic decisions based on logical assumptions, asks questions in order to extract key data and execute plans.
Identifies solution, applies and tests solution.
Considers all known alternatives before making a decision. Initiates coaching and handover in line with the SLA.
Identifies root causes in some areas.
Investigates unknown issues and understands the wider implications and risks of any solution.
Fully understands the impact and potential effects of changes to a system.
Initiates coaching and handover in line with the SLA
Knowledge transfer and learning
Deliver training, following a course script, delivering existing content and developing content for training
deliver coaching, deskside case by case coaching, coaching on soft skills following GROW model
Mentor team members - being responsible for that person's development in a particular area, organising training and coaching and evaluating the effectiveness and any future needs
Pro-actively acquiring and ensuring delivery and adoption of new knowledge to colleagues
Managing customer expectations and understand what the customer actually needs
Diagnose what the customer is saying or has written and ask targeted questions to understand the problem
Use the established escalation routes, establish realistic time-lines for customer updates or issue resolution, focus on resolving the issue and afterwards develop and distribute lessons learnt
Process and procedures
Tasks are actioned on a timely basis in line with SLA, SLAs are understood and managed to agreed KPI levels. Responsibility is taken for own Team response and resolution
Attend CRI Sprints and knowledge transfers and distribute relevant information to the team , create CRI issues and know how to find known issues on the PI server
Update and improve Support procedures and Best practices on a continuous basis
Complete any mandatory eLearning, e.g. security, anti-bribery etc.
Support System tools
Be able to use the support tools to the standard defined in the Support best practice.
Contributing to knowledge base and demonstrating the ability to translate technical documentation into local language, assessing and publishing content to knowledge base
Multi Module specific knowledge (known issues) required for diagnosis and resolution of most cases.
How to use Data maintenance and demonstrate an understanding of consequences of its use.
Demonstrate CS Knowledge, Layered applications knowledge (interface with Autoline)
Demonstrate environment knowledge (OS, DB, and PM Etc.)
Demonstrate knowledge of MS Interfaces.
Demonstrate the ability to analyse Panics
Be the early adopter of new products,
Be able to successfully manage defects (replicate, debug, logging issues)
fluent in English and Italian
Tech support - 5-7 years
Customer Service - 5-7 years
Leadership experience 2-5 years
Education level - Tertiary education - college or bachelors
Internal trainingTraining as outlined in Induction planTrain the trainer from Internal training teamFoundation Management development programme
Application support - Further training as proposed in individual training plans
General training - CDK Customer service training
Why a career with CDK Global?
We demand diversity . Our people may be spread across countries, continents and cultures, but we’re united by a passion and enthusiasm to drive our business forward.
This means no matter where you work you’ll feel like part of our global team. Diverse backgrounds, ideas and experiences are the only way to deliver world-class service to our customers.
Our differences are our strengths
Your benefits. To help us attract and retain the best, we pay people according to performance, not length of service. We will also help you grow your career, not only through focused investment in learning and development but also by enabling you to explore the exciting opportunities our global market has to offer.
The perfect opportunity awaits. Start your career with CDK Global.