Associate Technical Support Analyst

December 20, 2024

🇺🇸 United States – Remote

🥔 Idaho – Remote

Although this job is listed in Idaho, this company may be open to hiring remote in other states.

🏈 Ohio – Remote

Although this job is listed in Ohio, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🦅 H1B Visa Sponsor

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CDK Global

WebsiteLinkedInAll Job Openings

CRM • Digital Retail • Fixed Operations • IT Solutions • Data & Intelligence

5001 - 10000 employees

Founded 1972

☁️ SaaS

🤖 Artificial Intelligence

Description

• 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

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 • 1 year of PC desktop support or technical support experience with client contact (Preferred) • Experience using a ticketing System such as Clarify, Remedy, or Salesforce (Preferred) • Knowledge of Fortigate, zScaler, Wireshark, and other network technologies (Preferred) • Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads) (Preferred) • PC certifications (A+, MCDST or MCST) (Preferred) • Automotive industry experience (Preferred) • Bilingual French or Spanish (Preferred)

Benefits

• Medical, dental, and vision benefits • Paid Time Off (PTO) • 401K Matching Program • Tuition Reimbursement