Implementation Support Rep

Implementation Support Rep

About Us :

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance.

Role Summary:

The Implementation Support Representative will join Customer Teams Shared Services to carry out installation, setup and implementation of various CDK applications for North America clients. This is a client‑facing role that requires excellent verbal communication, strong Excel and SQL skills, logical problem solving, and the ability to deliver client training and handle voice calls. The team operates across morning, afternoon, and evening shifts; candidates must be willing to work any shift based on business needs.

Key Responsibilities:

• Implement and configure CDK applications for new and existing customers, following standard operating procedures

• Operate as primary point of contact during implementation.  handle inbound/outbound voice calls/customer queries, manage expectations, and escalate issues when needed

• Deliver client trainings (virtual instructor‑led sessions and walkthroughs) tailored to North America audiences

• Develop and run SQL queries and use Excel to extract, analyze, and present data required for implementation and troubleshooting

• Document standard operating procedures, installation LOG, project status updates, client training requirements

• Own issues end‑to‑end: investigate, coordinate with internal teams, follow up with customers, and ensure timely resolution

• Work collaboratively with product, engineering, and support teams to drive successful go‑lives and continuous improvement

Required Skills and Qualifications:

• Bachelor’s degree or equivalent experience preferred

• Customer centricity with proven ability to understand customer needs and deliver high satisfaction

• Excellent verbal and written communication skills for client interactions and training delivery

• Strong Excel capabilities (pivot tables, VLOOKUP/XLOOKUP, data manipulation, basic macros).  Proficiency in MS Office applications

• Proficient in SQL with ability to write and optimize queries to support implementations and troubleshooting

• Logical reasoning and problem solving with a strong sense of urgency and follow‑up discipline

• Ability to multitask and take ownership of multiple concurrent projects under tight deadlines

• Comfortable working in a fast‑paced, collaborative environment and building trust with stakeholders and clients

• Willingness to work in night shifts, Weekends and operate from office to support North America business hours as required

Equal Employment Opportunity (EEO)

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections among our people. We foster an open and inclusive environment where diverse perspectives are valued, enabling everyone to bring their authentic selves to work and make a meaningful impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workplace where all employees and applicants are treated with fairness, dignity, and respect. Employment decisions are made without regard to race, color, caste, religion, creed, gender, gender identity or expression, sexual orientation, age, marital status, disability, nationality, ethnic origin, or any other characteristic protected under applicable law.

Non-Discrimination and Reasonable Accommodation

Employees must be able to perform the essential functions of their role satisfactorily. CDK is committed to providing reasonable accommodations to qualified individuals with disabilities or other protected needs in accordance with applicable laws, unless doing so would impose an undue hardship on the organization. CDK retains the right to change or assign other duties to this position as needed.

Experience Level

Mid Level