AQ Help Desk Analyst

Cornerstone Building Brands • Cary, NC

21h

About The Position

The Helpdesk Associate will play a critical role in ensuring Dealer partners are able to efficiently utilize our Quoting platform to generate accurate and timely quotes for their customers. This position serves as the first point of contact for Dealers seeking assistance, troubleshooting, and guidance related to the quoting system. The ideal candidate combines technical aptitude, customer service excellence, and a collaborative spirit to deliver outstanding support experiences.

Requirements

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Experience in a helpdesk, customer service, or technical support role, ideally supporting software platforms.
• Excellent verbal and written communication skills, with the ability to explain complex concepts simply.
• Strong problem-solving skills and attention to detail.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency with web-based applications, CRM or ticketing systems, and Microsoft Office Suite.
• Customer-centric mindset and a positive, professional attitude.
• Willingness to learn new systems and processes continuously.

Nice To Haves

• Experience working with Dealer networks or in a B2B environment.
• Familiarity with quoting or sales enablement platforms.
• Technical certifications or training related to software support.

Responsibilities

• Respond promptly to Dealer inquiries via phone, email, and chat regarding the Quoting platform.
• Guide Dealers through the quoting process, including account setup, product configuration, pricing, and submission of quotes.
• Troubleshoot and resolve technical issues related to platform access, system errors, and data discrepancies.
• Document and track reported issues, feature requests, and feedback, escalating to technical teams when necessary.
• Provide clear, step-by-step instructions and training resources to help Dealers maximize platform functionality.
• Maintain up-to-date knowledge of platform features, updates, and best practices.
• Collaborate with cross-functional teams (Product, IT, Sales) to ensure Dealer satisfaction and continuous improvement of support processes.
• Monitor and report on common issues and trends to inform product enhancements and Dealer education initiatives.

Benefits

• Full-time team members receive medical, dental and vision benefits starting day 1.
• Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees