Assoc Technical Support Analyst

Position Responsibilities & Essential functions

• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
• Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
• Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
• Troubleshoots problems with malfunctioning software applications and recommends corrective action
• Directs and guides clients through resolution of technical issues
• Submits requests for product changes and other custom programming updates
• Practically applies knowledge of CDK case resolution process, policies, and escalation methodology
• Attends training courses as required and stay abreast of evolving internal processes and industry developments
• Provides customer service and remote support services and applies problem solving skills
• Works in a team environment and assist team members on various issues
• Provides other ad hoc support and duties as assigned
• Works in an environment with competing priorities

Qualifications:

• CCNA Certification or equivalent experience required: Work experience designing, installing or supporting core network infrastructure (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 Salesforce, Service Now, Clarify, Remedy, or Footprints.
• Knowledge of Unix/Linux/SQL.
• Troubleshooting knowledge of wireless infrastructure.
• Experience managing and troubleshooting Fortigate filtering devices.
• Experience with VeloCloud or other SDWAN technologies.
• Should be willing to work on overlap with US timings (6.30 PM IST - 3.30PM IST)
• Automotive industry experience a plus.

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.