Client Tech Support II - Internet Protocol Telephony


Position Summary

The Client Tech Analyst II provides primary support to customers encountering problems using the CDK s IPT products and service. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Facilitates inquires through systems in order to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Documents customer information and recurring technical issues to support product quality programs and product development.

Position Responsibilities & Essential functions

  • Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
  • Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
  • Assesses issues and establish a course of action to guide the client/associate 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 stay abreast of evolving internal processes and industry developments
  • Provides customer service and remote support services and applies problem solving skills
  • Works in a team environment and assist team members on various issues
  • Provides other ad hoc support and duties as assigned
  • Works in an environment with competing priorities

Qualifications & Requirements

3-4 years of user support or implementation experience within a technical support organization or field service organization is required.
Experience in a call or technical assistance center supporting, networks, IP Telephony, or PBX systems is preferred.
Excellent customer service skills including phone, follow-up, and availability.
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 required:
Experience with Voice/IP, PBX, Cisco UCM.
Solid understanding of TCP/IP, Telco WAN connectivity concepts (analog, DDS, T1, ISDN, Frame Relay, MPLS etc...). Understanding of LAN connectivity hardware, wiring concepts, and router and switching technologies OSPF, EIGRP, BGP.
Server support or server install configuration is expected at this level.


  • Associates or Bachelors degree
  • 3-4 year of PC desktop support or technical support experience with client contact
  • Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads)
  • Experience using a ticketing System such as Clarify, Remedy, or Footprints
  • Knowledge of Unix / Linux / SQL
  • PC certifications (A+, MCDST or MCST)
  • Automotive industry experience

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