Assistant Application Technical Support Representative

FERGUSON

1d•$17 - $28•Remote

About The Position

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in. Ferguson is currently seeking the right individual to fill a tremendous career opportunity for an Application Support, Assistant Technical Support Representative ! This role is approved to be fully remote and can be based anywhere in the United States. The Assistant Technical Support Representative is the first point of contact for all our Ferguson Associates. While providing a high level of customer service, the Assistant Technical Support Representative answers incoming calls, tracks information in a ticketing system, uses a knowledge base tool along with their own personal expertise to resolve incidents in a timely fashion. The Assistant Technical Support Representative will be tasked with providing in-depth troubleshooting on a variety of internal applications. The Assistant Technical Support Representative escalates unresolved problem/issues/requests to the other support teams as required.

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
Outstanding communication skills, both written and verbal
Phenomenal customer service skills
Excellent organizational skills

Nice To Haves

Experience developing software in UniBasic, Java, React, Python, or other modern language
Passion for supporting custom applications
Experience using 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
Understanding of troubleshooting with End Users
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
In addition to the essential job functions described above, all associates will perform duties as requested by management