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Client Tech Support III - Internet Protocol Telephony

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Date: Jul 11, 2019

Location: Portland, OR, US, 97201

Company: CDK

Job Description

Accelerate Your Career

Drive global technology

 

With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers.   CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.   

 

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

 

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.  

Position Summary

The Client Tech Analyst III provides primary support to customers encountering problems using the CDK’s IP Telephony products and service. Assisting customers with product “how to” and technical break/fix inquiries via telephone or in written internet-based email or chat sessions. Takes ownership for 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 stay abreast of evolving technical, internal processes, and industry developments
  • Work 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

  • 3-4 years of user support or implementation experience within a technical support organization or field service organization
  • Experience in a call or technical assistance center supporting networks, IP Telephony, or PBX systems is preferred 
  • Excellent customer service skills via phone and in person
  • Proven ability to lead by example and affect a positive change among peers
  • An entry level of understanding in at least one of the following key product disciplines is preferred:    
  • Experience with Voice/IP, PBX, or other telephony system 
  • Understanding of WAN connectivity concepts (analog, DDS, T1, ISDN, Frame Relay, MPLS etc...).
  • Understanding of LAN connectivity hardware and concepts to include router and switching technologies OSPF, EIGRP, BGP. 

Preferred Attributes and Qualifications

  • Associate Degree or commensurate experience
  • 3-4 year 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 / SQL
  • Cisco certifications (CCENT, CCNAm etc) a plus but not mandatory

 

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: Portland Oregon

Job Segment: Technical Support, Outside Sales, Supply, Cisco, Linux, Technology, Sales, Operations

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