Vacancy expired!
About CDK Global, IncCDK Global (NASDAQ:CDK) is a leading provider of integrated data and technology solutions to the automotive, heavy truck, recreation and heavy equipment industries. Focused on enabling end-to-end, omnichannel retail commerce through open, agnostic technology, CDK Global provides solutions to dealers and original equipment manufacturers, serving nearly 15,000 retail locations in North America. CDK solutions connect people with technology by automating and integrating all parts of the dealership and buying process, including the acquisition, sales, financing, insuring, parts supply, repair and maintenance of vehicles. Visit cdkglobal.com. Remote position within proximity to Portland OR, Chicago IL or Norwood OH CDK offices Provides primary network (routers, switches, wireless) support to customers encountering problems using CDK's products and solutions. Responds to customer product inquiries via telephone or in written internet-based email. Facilitates inquires to provide answers to unique questions and problems. Resolves customer concerns raised during installation, operation, maintenance, or around compatibility matters. Documents customer information and technical issues to support product quality programs and product development. Position Responsibilities & Essential Functions - Receives inbound customer/employee inquiries primarily via phone, but also via e-mail, and online tickets.
- Creates case logs, records information, establishes resolution time, follows up on issues, and escalates exceptionally complex issues.
- Assesses issues and establishes a course of action to guide the customer/employee to timely resolution of inquiry.
- Troubleshoots problems with malfunctioning software and recommends corrective action.
- Completes and guides clients through the resolution of technical issues.
- Submits requests for product changes and other solution improvements.
- 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.
- Works in a team environment and assists team members.
- Provides other ad-hoc support and duties as assigned.
- Works in an environment with competing priorities.
Qualifications & Requirements - CCNA certification or equivalent required.
- Network customer support experience preferred.
- Proficient PC skills, specifically in Windows.
- 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.
- Ability to prioritize and manage multiple commitments concurrently.
Preferred Attributes & Qualifications - CCNP certification or equivalent.
- Meraki, Fortigate, Velocloud, or zScaler experience.
- 1 or more years of end-user technical support experience with customer contact.
- Experience using a ticketing system such as Clarify or Remedy.
- Automotive industry experience.
- Knowledge and familiarity with mobile device support (Smartphones/iPads) or Linux
- Bilingual Spanish/English or 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.
- ID: #20400005
-
State: Ohio
Cincinnati
45208
Cincinnati
USA
- City: Cincinnati
- Salary:
USD
TBD
TBD
- Job type: Permanent
- Showed: 2021-09-28
- Deadline: 2021-11-15
- Category: Et cetera