Technical Support Analyst - Network
CDK

Job Info

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Position Summary:

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 tickets.
• 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.
• Provides phenomenal customer service and remote support services and applies problem solving skills.
• 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:

• CCNA Certification or equivalent experience required: Work experience designing, installing or supporting core network infrastruc
• ture (routers, switches, wireless) for 1+years.
• Strong Cisco command line knowledge.
• Understanding of WAN connectivity concepts (T1, VPNs, MPLS etc.).
• Understanding of LAN connectivity hardware and concepts to include router and switching technologies OSPF, EIGRP, BGP.
• 1 year of user support or implementation experience within a technical support organization or field service organization.
• Excellent customer service skills via phone and chat.
• Strong problem-solving ability.
• Strong negotiation skills.
• Proven ability to lead by example and affect a positive change among peers.
• Associate Degree or commensurate experience.
• 1-2 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 Clarify, Remedy, or Footprints.
• Knowledge of Unix/Linux.
• Troubleshooting knowledge of wireless infrastructure.
• Experience managing and troubleshooting Fortigate filtering devices.
• Experience with VeloCloud or other SDWAN technologies.
• Automotive industry experience a plus.

Hourly Compensation Range: $28.00/hour - 31.00/hour

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.

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