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Technical Support Associate

2 months ago

Portland, Oregon, United States CDK Global Full time

Position Summary:

As a vital member of our technical assistance team, you will play a key role in delivering outstanding customer service while addressing intricate technical challenges. Your responsibilities will include evaluating and diagnosing issues, escalating matters when required, and keeping abreast of advancements in the industry. This position demands exceptional analytical skills, negotiation expertise, and the ability to set a positive example for others.

Primary Duties:

  • Maintain detailed records of all activities using a ticketing system and communicate clearly with clients regarding the status of their issues.
  • Analyze and resolve technical problems utilizing extensive knowledge and critical reasoning to ensure prompt solutions.
  • Offer assistance to clients in navigating complex technical difficulties.
  • Remain knowledgeable about CDK's case resolution protocols and guidelines.
  • Participate in training sessions to improve technical competencies and stay updated on industry developments.
  • Provide exceptional remote support and troubleshooting assistance.
  • Work collaboratively with colleagues and extend support as necessary.
  • Undertake additional responsibilities as required in a dynamic work environment.

Requirements:

  • Essential: CCNA Certification or equivalent expertise, with a minimum of 1 year of experience in fundamental network infrastructure.
  • Proficient in Cisco command line operations.
  • Familiarity with WAN connectivity concepts, such as T1, VPNs, and MPLS.
  • Knowledge of LAN connectivity hardware and routing technologies.
  • Experience in providing user support in a technical setting.
  • Strong customer service, analytical, and negotiation skills.
  • Associate Degree or equivalent experience.
  • Working knowledge of PC hardware, software, and mobile devices.
  • Experience with ticketing systems and Unix/Linux.
  • Understanding of wireless infrastructure troubleshooting and Fortigate devices.
  • Exposure to SDWAN technologies and the automotive sector is advantageous.

Compensation: $27.00/hr - $29.00/hr

CDK Global is committed to equitable compensation practices based on skills, experience, and certifications. Total compensation includes annual performance bonuses, benefits, and incentive plans. We provide medical, dental, and vision benefits, Paid Time Off, a 401K Matching Program, and Tuition Reimbursement.