Eclipse Support Specialist

Hajoca Corporation•Whitemarsh Township, PA

1d•Hybrid

About The Position

The Eclipse System Support Desk team in our National Support Center (NSC) is looking for an Eclipse Support Specialist at their Lafayette Hill, PA office. This is a hybrid role, requiring three days in office. This role serves as the first point of contact for Hajoca Profit Center and National Support Center support requests regarding the Eclipse wholesale distribution software. The specialist will support all Eclipse applications, provide direction on functionality, and handle printer setup, user authorization, and report scheduling. They will also enter support requests into a ticketing application, communicate effectively with customers and vendors, and follow up on open tickets. Additionally, the role involves analyzing business problems, digging into Eclipse data (SQL, TCL, BOXI, Report writer) for root cause analysis, tracking production support issues, and serving as an application and business process expert. The specialist will engage business users to replicate issues, educate them, and determine resolutions, escalating problems when appropriate. Collaboration with team members on documentation (FAQs, Release Notes, Training Materials), defining and documenting IT SOPs, providing on-the-spot training, and sharing "tips-n-tricks" are also key responsibilities. The role requires completing assigned safety and compliance training and performing other reasonably related duties as assigned.

Requirements

Bachelor's Degree or the equivalent combination of education, professional training, or work experience.
2 or more years of experience with computer helpdesk support.
Working knowledge of Eclipse software.

Nice To Haves

Possess strong knowledge of MS Office productivity suite and Windows 10.
Have experience working with an Incident Management tracking tool.
Demonstrate excellent oral and written communication skills and the ability to convey answers, issues, and status changes in a clear, concise, and effective manner.
Possess excellent interpersonal skills and the ability to work effectively across all levels of the business.
Be able to exercise professional judgment and assume responsibility for decisions which have impact on people and quality of service.
Have a strong attention to detail and the ability to meet deadlines.

Responsibilities

Be the first point of contact for Hajoca Profit Center and National Support Center support requests regarding the Eclipse wholesale distribution software.
Support all Eclipse applications, including but not limited to: Sales Order Entry, Purchase Order Entry, Transfer Order Entry, Accounts Payable, and Inventory.
Provide direction, as needed, to customers on the functionality of the Eclipse application ensuring that they follow Hajoca policy.
Provide support for printer modifications and setup, user authorization changes and setup, and report and phantom process scheduling.
Enter all support requests into our ticketing application.
Communicate effectively and courteously at all times with both internal and external customers as well as outside vendors.
Consistently follow up on open trackers using our ticketing application. This includes communicating to Profit Centers while working towards a resolution for their open tickets.
Give feedback to Team Lead and Manager on necessary training for Profit Center employees.
Analyze multiple easy to medium difficulty business problems and assess how automated systems or process changes can be implemented to solve them.
Dig deep into the Eclipse data (SQL,TCL, BOXI, Report writer) to get to root cause or problem identification.
Track production support issues to provide dependable updates within the request ticket and ensure appropriate assignments and priorities within the agreed service level agreement (SLA).
Serve as an application and business process expert.
Act as the initial contact of tickets in the queue – engage business users to replicate issues, educate, and determine actionable items to resolve requests.
Escalate known problems when appropriate.
Collaborate with team members in preparing documentation for business including but not limited to FAQs, Release Notes, and Training Materials.
Define & document IT SOPs.
Provide on the spot training based on questions raised from the business.
Based on ticket trending, provide the field with “tips-n-tricks” on how best to use the Eclipse Application.
Successfully complete required safety and compliance training programs as assigned.
Perform other reasonably related duties as assigned by immediate supervisor and other management as requested.