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Client Tech Analyst I - Bilingual French

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Date: May 6, 2019

Location: Cincinnati, OH, US, 45212

Company: CDK

Job Description

Position Summary

The Client Tech Analyst provides primary support to customers encountering networking problems when using CDK’s products and solutions. Assists customers with product “how to” and technical break/fix inquiries via telephone or in written internet-based email or chat sessions. Takes ownership of 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 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
  • Bilingual French/English strongly preferred

 

 

Provides primary support to customers encountering problems using CDK’s products and solutions. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Facilitates inquires through systems in order to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Documents customer information and recurring technical issues to support product quality programs and product development.

 

Position Responsibilities & Essential Functions

  • Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket.
  • Creates case logs, records information, establishes resolution time, follows up on issues, and escalates complex issues.
  • Assesses issues and establishes 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 stays abreast of evolving internal processes and industry developments.
  • Provides phenomenal customer service and remote support services and applies problem solving skills.
  • Works in a team environment and assists team members on various issues.
  • Provides other ad hoc support and duties as assigned.
  • Works in an environment with competing priorities.

 

Qualifications & Requirements

  • CCNA certification preferred.
  • Network Support experience preferred.
  • Proficient PC skills, specifically in Windows and IOS environments.
  • Ability to document, track and monitor a problem/issue to a timely resolution.
  • Strong problem solving ability.
  • Strong negotiation skills.
  • Strong verbal and written communication skills along with prioritization of duties.

 

Preferred Attributes & Qualifications

  • CCNA certification preferred.
  • 1 year of PC desktop support or technical support experience with client contact.
  • Experience using a ticketing system such as Clarify, Remedy, or Footprints.
  • Automotive industry experience.
  • Knowledge and familiarity with mobile devices (Smartphones/iPads).
  • Bilingual French/English strongly preferred

 

CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

 

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.  


Nearest Major Market: Cincinnati

Job Segment: Outside Sales, Cisco, Network, Linux, Telecom, Sales, Technology

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