Cdk Global LLC
Advanced IPT (Internet Protocol Telephony) Technical Support Specialist
Norwood, OH, United States · Senior
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About the role
- Receive inbound escalation calls and voicemails from tier one
- Resolve client and associate inquiries in a timely and accurate manner
- Assume a leadership role in when partnering to resolve client issues
Responsibilities
- From data scientists to sales and operations experts, we're hiring to support your growth and ours.
- Provide national support for CDK Internet Protocol Telephony (IPT) clients, systems, products, and initiatives by troubleshooting and resolving level II technical issues.
- This position will work directly with tier one support associates, clients, engineering, Field Service Engineers, and various vendor partners.
- This position requires the individual to assume a leadership role in resolving client issues and to mentor and train other support associates
- Understand and implement ADP processes and policies
- Develop and deliver training to other teams as needed
- Work with product teams to develop and deliver products and enhancements to market
- Advanced understanding of data center architecture, design, implementation and support.
Requirements
- 3-5+ years of user support or implementation experience within a technical support organization is required.
- Experience with Voice/IP, Voice/Frame Relay, Call Manager, Unified Messaging Systems.
- Good knowledge of TCP/IP, IPX, token ring, and SNA/SDLC protocols.
- Knowledge of telco WAN connectivity concepts (analog, DDS, T1, ISDN, Frame Relay, etc...).
- Attend training as required to stay current with industry developments
- Ability to troubleshoot technical problems, demonstrate problem solving and resourcefulness in obtaining information.
- Ability to work as a team member, contribute to good team dynamics, and work with limited supervision.
- Ability to adapt to shifting priorities and be able to handle multiple tasks simultaneously.
- Ability to multi-task across a variety of client and technical issues.
- Must have the ability to read, write, and speak English fluently.
Company info
- We are looking to hire over 200 people by January in our new Center of Excellence in Norwood, OH!
- We want each associate to feel like an integral part of a team that is making a discernible positive contribution to CDK's success.
- CDK is one of the largest technology providers to the automotive industry, with more than 26,000 dealer sites in over 100 countries and nearly 9,000 employees worldwide.
This listing is sourced directly from Cdk Global LLC's careers page and normalized into a canonical job model.