Technical Support Analyst - CDK
Hoffman Estates, IL
About the Job
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.
Position Responsibilities and Essential Functions:
- 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 stay abreast of evolving technical, internal processes, and industry developments
- Work 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 and Requirements:
- 3-4 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 of 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...).
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Understanding of LAN connectivity hardware and c
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.