Technical Support Analyst

2 weeks ago

London, Canada CDK Global Full time

**Who We Are**

CDK develops, implements, and supports innovative dealer management software and data solutions that help increase lasting profitability across dealership operations. We help dealers automate non-revenue generating activities, track operations, and improve profits by assisting dealers manage their parts, service, sales, storage, customer relationship management (CRM), and rentals through our proprietary software. Our solutions are designed to help manage dealer operations by tracking and storing data from every department and delivering information that will assist dealerships in making successful business decisions. Our CRMs help the separate departments in a dealership function smoothly together by creating a central data warehouse for inventory levels, ordering, services, and customer information.

Position Summary
- This is a hybrid remote role. Applicants must be able to commute to the London, Ontario office. _

Position Responsibilities and Essential Functions
- 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 IntelliDealer 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

Qualifications and Requirements
- CCNA Certification or equivalent required
- 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, chat, and in person
- Strong problem solving ability
- Strong negotiation skills
- Proven ability to lead by example and affect a positive change among peers

Preferred Attributes and Qualifications
- Associate Degree or commensurate experience
- 3-4 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

**Salary Pay** - 50k - 55k

**________________________________________**

CDK 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 an 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
- Education & Tuition Assistance

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.

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, n

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