About the Company

At CDK Global, we recognize that fostering inclusion and diversity is critical to establishing meaningful connections with our employees, customers, and the communities we serve. We are committed to cultivating an open and inquisitive environment that values diverse perspectives, enabling every individual to achieve their full potential and make a significant contribution.

CDK Global is an Equal Opportunity Employer dedicated to building an inclusive workforce where every individual is valued and respected. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status, or any other category protected by applicable law.

Applicants for employment in the United States must possess the legal right to work in the US. CDK Global may sponsor employment visas for eligible candidates.

Job Description

CDK Global is actively seeking a motivated Associate Technical Support Analyst to join our team. We encourage qualified candidates to submit their applications promptly.

Responsibilities

• Respond to incoming client and associate inquiries received via telephone, web chat platforms, email, and online ticketing systems.
• Create detailed case logs, meticulously recording pertinent information, establishing anticipated resolution timelines, diligently following up on outstanding issues, and escalating complex issues according to established protocols.
• Evaluate reported issues to determine the optimal course of action, guiding clients and associates toward timely and effective resolution of their inquiries.
• Thoroughly troubleshoot problems related to malfunctioning software applications, recommending appropriate corrective actions to restore functionality.
• Provide clear and concise direction to clients, guiding them through the resolution of technical challenges.
• Submit formal requests for product modifications and custom programming updates to address specific client needs.
• Demonstrate a comprehensive understanding and practical application of CDK’s established case resolution processes, internal policies, and escalation methodologies.
• Attend mandatory training courses to enhance technical skills and maintain current knowledge of evolving internal processes and relevant industry developments.
• Deliver exceptional customer service and remote support, leveraging strong problem-solving skills to address and resolve technical issues effectively.
• Collaborate effectively within a team environment, providing support and assistance to fellow team members on a variety of technical matters.
• Perform other ad hoc support tasks and duties as assigned by management.
• Effectively manage workload in a dynamic environment characterized by competing priorities and deadlines.

Qualifications

• CCNA Certification or demonstrable equivalent experience is required, evidenced by a minimum of one year of practical experience in designing, installing, and supporting core network infrastructure components (routers, switches, wireless access points).
• Proficiency in Cisco command-line interface (CLI) is essential.
• A solid understanding of Wide Area Network (WAN) connectivity concepts, including T1 lines, Virtual Private Networks (VPNs), and Multiprotocol Label Switching (MPLS).
• Comprehensive understanding of Local Area Network (LAN) connectivity hardware and concepts, encompassing router and switching technologies such as OSPF, EIGRP, and BGP.
• Minimum of one year of experience providing user support or implementation services within a technical support organization or field service environment.
• Exceptional customer service skills, demonstrated through effective communication via telephone and online chat platforms.
• Demonstrated ability to analyze complex problems and develop effective solutions.
• Strong negotiation skills to facilitate issue resolution and achieve mutually agreeable outcomes.
• Proven ability to lead by example and foster a positive and collaborative work environment among peers.
• Associate’s Degree or an equivalent combination of education and relevant professional experience.
• One to two years of prior technical support experience involving direct client interaction.
• Working knowledge of PC hardware and software applications, as well as mobile devices (smartphones and tablets).
• Hands-on experience utilizing a ticketing system such as Salesforce, ServiceNow, Clarify, Remedy, or Footprints.
• Familiarity with Unix/Linux operating systems and SQL databases.
• Troubleshooting expertise related to wireless network infrastructure.
• Experience in managing and troubleshooting Fortigate filtering devices.
• Experience with VeloCloud or other SD-WAN technologies.
• Willingness to work during hours that overlap with US time zones (6:30 PM IST – 3:30 AM IST) is required.
• Prior experience in the automotive industry is considered a significant advantage.

Skills

ATS Keywords

Frequently Asked Questions

Other Information

Application Deadline: 2025-12-05 (Applications accepted for 8 more days)
Job Requisition ID: JR8459
Posting Date: Posted 5 Days Ago

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