Associate Technical Support Analyst

Associate Technical Support Analyst

Employment Type: Full-time Location Type: Remote Position - USA Salary: $27.00 - $30.00 per hour

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.

Position Summary

Are you passionate about technology and problem-solving? Do you thrive on delivering exceptional support and making a difference? Join our dynamic team as an Associate Technical Support Analyst, where your skills will be at the forefront of creating outstanding client and associate experiences. 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.

Responsibilities

• 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 stays abreast of evolving technical, internal processes, and industry developments.
• Works 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

• 2-4 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 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 Qualifications

• Associate Degree or commensurate experience.
• 3-4 years 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 Salesforce, Remedy, or Footprints.
• Knowledge of Unix / Linux / SQL.
• Cisco certifications (CCENT, CCNA, etc.) a plus but not mandatory.

Compensation

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 an annual performance bonus.