Client Technical Analyst II - Network - Hoffman Estates, IL

CDK Global Hoffman Estates , IL 60169

Posted 4 months ago

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 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 & Essential Functions

  • Receives inbound customer/employee inquiries via phone, web chat, e-mail, and online tickets.

  • 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 customer/employee 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 or equivalent required.

  • Network customer 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 or equivalent required.

  • 1 year of end user support or technical support experience with customer contact.

  • Experience using a ticketing system such as Clarify or Remedy.

  • 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.


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Client Technical Analyst II - Network - Hoffman Estates, IL

CDK Global