Digital Support Desk Representative

Sonepar • Baltimore, MD

1d • $20 - $30 • Onsite

About The Position

As a Digital Support Desk Representative, you’ll be a front-line digital support resource for customers and internal associates. You’ll troubleshoot access and usability issues across our eCommerce and ERP-connected tools, manage user permissions, and help remove friction from ordering and account workflows—so our teams and customers can work faster and with confidence.

Requirements

• Customer-first mindset with strong problem-solving and follow-through
• Comfortable working across multiple systems and learning new tools quickly
• Ability to troubleshoot and explain solutions clearly to customers and internal partners
• Strong attention to detail when managing permissions, profiles, and account settings
• Strong written and verbal communication skills
• Able to prioritize and collaborate effectively while managing an individual queue of requests

Nice To Haves

• Experience supporting eCommerce platforms, ERP systems, and/or customer portals
• Familiarity with role-based access, user permissions, and system integrations
• Experience in a support desk, operations, sales support, or digital enablement role
• Exposure to electrical distribution, construction, or B2B environments

Responsibilities

• Serve as the primary contact for the Digital Support Desk, supporting customers and associates via phone and email during business hours
• Diagnose and resolve issues related to website/mobile access, password resets, registrations, user profiles, and quote/order questions
• Create and maintain customer user profiles, including role/permission (securable) management, store/account settings, job accounts, and shipping configurations
• Support digital tool setup and usage (e.g., Digital Job Center, quote requests, Export Lists, multi-account configurations)
• Provide support for additional digital solutions and integrations (e.g., eLink, Eclipse triggers, Track & Trace notifications)
• Investigate and resolve alerts/errors tied to digital integrations and automation
• Assist with label creation, scan search processes, file downloads, and other digital assets used by customers and internal teams
• Track and manage support incidents accurately, follow documented SOPs, and identify opportunities to improve workflows and reduce repeat issues
• Partner with Digital Operations, Digital Sales, Outside Sales, and Inside/Counter Sales to ensure timely follow-up and resolution

Benefits

• Healthcare plans
• Dental & vision
• Paid time off
• Paid parental leave
• 401(k) retirement savings with company match
• Professional and personal development programs
• Opportunity to become a shareholder
• Employer-paid short- and long-term disability
• Employer-paid life insurance for spouse and dependents
• Robust wellness program
• Gym reimbursement
• Employee Assistance Program (EAP)

What This Job Offers

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