Technical Support Analyst

Posted:
9/6/2024, 8:49:14 AM

Location(s):
California, United States ⋅ Louisiana, United States ⋅ Nevada, United States ⋅ Colorado, United States ⋅ Virginia, United States ⋅ Hartford, Connecticut, United States ⋅ Salt Lake City, Utah, United States ⋅ Billings, Montana, United States ⋅ New Jersey, United States ⋅ Charleston, South Carolina, United States ⋅ Providence, Rhode Island, United States ⋅ Nebraska, United States ⋅ Florida, United States ⋅ Albuquerque, New Mexico, United States ⋅ New Orleans, Louisiana, United States ⋅ Indianapolis, Indiana, United States ⋅ Portland, Maine, United States ⋅ Alabama, United States ⋅ Pennsylvania, United States ⋅ Boston, Massachusetts, United States ⋅ Newark, New Jersey, United States ⋅ Milwaukee, Wisconsin, United States ⋅ Kentucky, United States ⋅ Washington, District of Columbia, United States ⋅ Oklahoma City, Oklahoma, United States ⋅ Valdosta, Georgia, United States ⋅ Chicago, Illinois, United States ⋅ Seattle, Washington, United States ⋅ Kansas City, Kansas, United States ⋅ Mississippi, United States ⋅ Maine, United States ⋅ Philadelphia, Pennsylvania, United States ⋅ Indiana, United States ⋅ Destin, Florida, United States ⋅ Georgia, United States ⋅ McLean, Virginia, United States ⋅ Las Vegas, Nevada, United States ⋅ Michigan, United States ⋅ Illinois, United States ⋅ Boise, Idaho, United States ⋅ Tennessee, United States ⋅ Minneapolis, Minnesota, United States ⋅ Utah, United States ⋅ Massachusetts, United States ⋅ Minnesota, United States ⋅ North Dakota, United States ⋅ Ohio, United States ⋅ Des Moines, Iowa, United States ⋅ Denver, Colorado, United States ⋅ Louisville, Kentucky, United States ⋅ Columbus, Ohio, United States ⋅ West Virginia, United States ⋅ New York, New York, United States ⋅ Nashville-Davidson, Tennessee, United States ⋅ Kansas, United States ⋅ New York, United States ⋅ Delaware, United States ⋅ Detroit, Michigan, United States ⋅ Arkansas, United States ⋅ Orlando, Florida, United States ⋅ North Carolina, United States ⋅ Charleston, West Virginia, United States ⋅ Jackson, Mississippi, United States ⋅ South Carolina, United States ⋅ Idaho, United States ⋅ Rhode Island, United States ⋅ Little Rock, Arkansas, United States ⋅ Charlotte, North Carolina, United States ⋅ New Mexico, United States ⋅ District of Columbia, United States ⋅ Omaha, Nebraska, United States ⋅ Des Moines, Washington, United States ⋅ Oregon, United States ⋅ Los Angeles, California, United States ⋅ Connecticut, United States ⋅ Montana, United States ⋅ Portland, Oregon, United States ⋅ Iowa, United States ⋅ Montgomery, Alabama, United States ⋅ Fargo, North Dakota, United States ⋅ Wisconsin, United States ⋅ Oklahoma, United States ⋅ Washington, United States ⋅ Dover, Delaware, United States

Experience Level(s):
Mid Level ⋅ Senior

Field(s):
Customer Success & Support

Workplace Type:
On-site

The Technical Support Analyst provides primary support to customers encountering problems using CDK’s IP Telephony products and service. Assisting customers with product “how to” and technical break/fix inquiries via telephone or in written internet-based email or chat sessions. Takes ownership for each customer inquiry and works with the team to find resolutions to the extent of their knowledge. Participates in group chat rooms and openly shares knowledge within the team.

Position Responsibilities and Essential Functions:

Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
Documents all work via a ticketing system, sets resolution time lines with customers, and keeps customers updated on the status of their requests
Assesses issues and troubleshoots using technical knowledge and problem solving skills to establish a course of action assuring a timely resolution to customer inquiries
Must be able to direct and guide customers through resolution of complex technical issues
Escalates issues beyond scope of current knowledge and then works to fill in those knowledge gaps
Applies knowledge of CDK case resolution process, policies, and escalation methodology
Attends training courses as required and stay abreast of evolving technical, internal processes, and industry developments
Work within a tight team environment and willingly assists team members as needed
Provides other ad hoc support and duties as assigned
Works in a fast paced environment with competing priorities

Qualifications and Requirements:

3-4 years of user support or implementation experience within a technical support organization or field service organization
Experience in a call or technical assistance center supporting networks, IP Telephony, or PBX systems is preferred
Excellent customer service skills via phone and in person
Proven ability to lead by example and affect a positive change among peers
An entry level of understanding in at least one of the following key product disciplines is Preferred:
Experience with Voice/IP, PBX, or other telephony system
Understanding of WAN connectivity concepts (analog, DDS, T1, ISDN, Frame Relay, MPLS etc...).
Understanding of LAN connectivity hardware and concepts to include router and switching technologies OSPF, EIGRP, BGP.

Preferred Attributes and Qualifications:

Associate Degree or commensurate experience
3-4 year of technical support experience with client contact
Knowledge of PC hardware and software and mobile devices (Smartphones/iPads)
Experience using a ticketing System such as Clarify, Remedy, or Footprints
Knowledge of Unix / Linux / SQL
Cisco certifications (CCENT, CCNA, etc) a plus but not mandatory

Salary Range: $25.00/hr to $31.00 /hr

Internal Mobility Criteria

Given the level of training and time required to ensure proficiency in this role, employees will be expected to remain in role for a minimum of 24 months before any internal movement, outside of Customer Care, will be approved.

Any employee below this threshold will require approval by Sr. Director or above.

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

Paid Time Off (PTO)
401K Matching Program
Tuition Reimbursement

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.

CDK Global

Website: https://cdkglobal.com/

Headquarter Location: Hoffman Estates, Illinois, United States

Employee Count: 5001-10000

Year Founded: 1972

IPO Status: Public

Last Funding Type: Post-IPO Equity

Industries: Automotive ⋅ Digital Marketing ⋅ Retail Technology ⋅ Sales ⋅ Software

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