Offer summary

Qualifications:

0-2 years of relevant experience in a technical call center or comparable education preferred., Basic SQL knowledge and experience with ticketing systems are ideal., Outstanding written and verbal communication skills are essential., Experience with software development in languages like Java, Python, or React is preferred..

Key responsibilities:

Serve as the first point of contact for Ferguson Associates, providing high-level customer service.

Track information in a ticketing system and resolve incidents using a knowledge base tool.

Develop and maintain strong relationships within the IT department and document reported issues.

Escalate unresolved problems to other support teams as necessary.

Job description

Job Posting:

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 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 Enterprise Application Support Technician. This role is approved to be fully remote and can be based anywhere in the United States.

The Enterprise Application Support Technician is the first point of contact for all our Ferguson Associates. While providing a high level of customer service, the Enterprise Application Support Technician 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 escalates unresolved problem/issues/requests to the other support teams as required.

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
In addition to the essential job functions described above, all associates will perform duties as requested by management

Qualifications:

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

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

#Li-Remote

Pay Range:

Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

$17.36 - $27.76

Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

This role is Bonus or Incentive Plan eligible.

Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information

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