The Role...
What you'll do...
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 stays abreast of evolving technical, internal processes, and industry developments.
Provides phenomenal customer service and remote support services and applies problem solving skills.
Works 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.
What you'll bring...
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 Clarify, Remedy, or Footprints.
Knowledge of Unix / Linux.
Troubleshooting knowledge of wireless infrastructure.
Experience managing and troubleshooting Fortigate filtering devices.
Experience with VeloCloud or other SDWAN technologies.
Automotive industry experience a plus.
Compensation Range : $27.00 / hr - $29.00 / 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
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