Assistant Technical Support Representative

FERGUSON

1d • $17 - $28 • Onsite

About The Position

The Assistant Technical Support Representative is the first point of contact for all Ferguson Associates. This role involves providing a high level of customer service by answering incoming calls, tracking information in a ticketing system, and utilizing a knowledge base and personal expertise to resolve incidents promptly. The representative will be tasked with providing in-depth troubleshooting on a variety of internal applications and escalating unresolved issues to other support teams as needed.

Requirements

• 0-2 years of relevant experience in a technical call center or comparable education preferred.
• Possess basic SQL knowledge.
• Experience with call/chat interface is ideal, along with any experience with ticketing systems.
• Experience developing or troubleshooting software in UniBasic, Java, React, Python, or other modern language.
• Passion for supporting custom applications.
• Experience using Active Directory and various SaaS tools.
• Able to prove they can find out solutions to tough issues on their own without hand holding.
• A self starter and self motivated.
• Critical thinker, able to tinker, suggest new paths, and set a higher standard.
• Outstanding communication skills, both written and verbal.
• Phenomenal customer service skills.
• Excellent organizational skills.

Nice To Haves

• Experience with Oracle Cloud Infrastructure, Electronic Data Interchange (EDI), mobile device OS, and Microsoft Office products is preferred.

Responsibilities

• Heavily use training, documentation/knowledge, and peers to develop troubleshooting and research skills.
• Capable of troubleshooting with End Users.
• Handle fluctuating incoming ticket volume via Phone, chat, and Self-Service autonomously.
• Strong communication skills.
• Consistently document and solve any reported issue.
• Develop and maintain strong relationships within the IT department.
• Develop and maintain an understanding of Corporate and IT policies and procedures.
• Develop and maintain verbal and written communication skills.
• Develop and maintain creative thinking in troubleshooting techniques.
• Develop and maintain solid customer service and follow-up skills.
• Stay in sync with defined processes.
• Capable of multitasking efficiently.
• Capable of critical thinking and understanding issues through context clues.
• Perform duties as requested by management.

Benefits

• health, dental, vision, paid time off, life insurance and a 401(k) with a company match
• mental health coverage
• gender affirming and family building benefits
• paid parental leave
• associate discounts
• community involvement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed