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- Creates case logs, records information, establishes resolution time, follows up on issues, and escalates exceptionally complex issues.
- Assesses issues and establishes a course of action to guide the customer/employee to timely resolution of inquiry.
- Troubleshoots problems with malfunctioning software and recommends corrective action.
- Completes and guides clients through the resolution of technical issues.
- Submits requests for product changes and other solution improvements.
- Practically applies knowledge of CDK case resolution process, policies, and escalation methodology.
- Attends training courses as required and stays abreast of evolving internal processes and industry developments.
- Provides phenomenal customer service and remote support services.
- Works in a team environment and assists team members.
- Provides other ad-hoc support and duties as assigned.
- Works in an environment with competing priorities.
- CCNA certification or equivalent required.
- Network customer support experience preferred.
- Proficient PC skills, specifically in Windows.
- Ability to document, track and monitor a problem/issue to a timely resolution.
- Strong problem-solving ability.
- Strong negotiation skills.
- Strong verbal and written communication skills along.
- Ability to prioritize and manage multiple commitments concurrently.
- Bachelor's degree in Computer Science or related field and 2 or more years of experience preferred or without degree, 4 years of experience in related field required.
- CCNP certification or equivalent preferred.
- Meraki, Fortigate, Velocloud, or zScaler experience.
- 2 or more years of end-user technical support experience with customer contact.
- Experience using a ticketing system such as Clarify or Remedy.
- Automotive industry experience.
- Knowledge and familiarity with mobile device support (Smartphones/iPads) or Linux
- Bilingual Spanish/English or French/English strongly preferred
- Paid Time Off (PTO)
- 401K Matching Program
- Tuition Reimbursement
Sr. Technical Support Analyst - Norwood, United States - CDK Global
Description
Remote position within proximity to Portland OR, Chicago IL or Norwood OH CDK offices
Position Responsibilities & Essential Functions
Qualifications & Requirements
Preferred Attributes & Qualifications
Compensation Range: $33 - $37.00/hr
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: