Sr. Technical Support Analyst - Cincinnati, United States - CDK Global

Description

Remote position within proximity to Portland OR, Chicago IL or Norwood OH CDK offices

Provides primary network (routers, switches, wireless) support to customers encountering problems using CDK's products and solutions. Responds to customer product inquiries via telephone or in written internet-based email. Facilitates inquires to provide answers to unique questions and problems. Resolves customer concerns raised during installation, operation, maintenance, or around compatibility matters. Documents customer information and technical issues to support product quality programs and product development.

Position Responsibilities & Essential Functions

• Receives inbound customer/employee inquiries primarily via phone, but also via e-mail, and online tickets.
• 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.

Qualifications & Requirements

• 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.

Preferred Attributes & Qualifications

• 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

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:

• 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.