Associate Technical Support Analyst

2-4 years of user support or implementation experience within a technical support organization or field service organization
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.

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