Associate 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 & Requirements:
Cisco CCNA certification or 2 years experience configuring network devices (routers, switches, Access Points)

Associates/Bachelors strongly preferred
Proficient PC skills, specifically in Windows and IOS environments
Knowledge and familiarity with mobile devices (Smartphones/iPads)
Ability to document, track and monitor a problem/issue to a timely resolution
Problem solving ability
Strong negotiation skill; strong verbal and written communication skills along with prioritization of duties
PREFERRED ATTRIBUTES & Qualifications:
1 year of PC desktop support or technical support experience with client contact
Experience using a ticketing System such as Clarify, Remedy, or Salesforce
Knowledge of Fortigate, zScaler, Wireshark, and other network technologies
Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads)

PC certifications (A+, MCDST or MCST).
Automotive industry experience
Bilingual French or Spanish

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.