IT Software Support Analyst, ERP

🔥 18 minutes ago

⚜️ Louisiana – Remote

⚜️ Louisiana – Remote

💵 $58k - $71k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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POOLCORP

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1992

🏗️ Construction

📦 Logistics

🛒 Retail

Construction • Logistics • Retail

POOLCORP is the world's largest wholesale distributor of swimming pool supplies, equipment, and related leisure products. Operating approximately 440 sales centers across North America, Europe, and Australia, the company distributes over 200,000 products to around 125,000 wholesale customers worldwide. POOLCORP's extensive inventory includes construction materials, pool care products, hot tubs, irrigation items, and various outdoor living products. The company is committed to sustainability and providing exceptional value by sourcing the best products at competitive prices while maximizing supply logistics.

📋 Description

• Provide technical support: Respond to customer inquiries and issues regarding software applications promptly and professionally, ensuring a high level of customer satisfaction. • Troubleshoot software problems: Analyze reported software issues, identify root causes, and implement appropriate solutions or workarounds to resolve problems effectively. • Document support activities: Maintain accurate records of customer interactions, support tickets, and resolutions provided using a ticketing system or support tracking tool. • Collaborate with cross-functional teams: Work closely with software developers, quality assurance testers, and product managers to report and track software issues, suggest improvements, and contribute to product development and enhancements. • Conduct software testing: Participate in testing activities to identify software bugs or defects, verify fixes, and ensure the quality and reliability of the software applications. • Train users: Assist customers in understanding the functionality, features, and best practices for using the software applications. Create user guides, FAQs, and knowledge base articles to facilitate self-service support for users. • Continuous learning: Stay updated with the latest software releases, industry trends, and emerging technologies to enhance support capabilities and provide efficient resolutions. • Escalate complex issues: Collaborate with senior support analysts or development teams to escalate and resolve complex or critical software issues that require advanced technical expertise. • Customer relationship management: Build positive relationships with customers, demonstrate empathy, and provide exceptional customer service throughout the support process. • Proactively contribute to improvement: Identify opportunities for process improvement, propose ideas to enhance support efficiency and customer experience, and actively participate in team meetings and discussions.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience). • Proven work experience as an ERP Software Support Analyst or a similar role, with a focus on troubleshooting software applications. • Strong technical skills: Proficiency in diagnosing and resolving software-related issues. • Excellent problem-solving and analytical abilities: Ability to analyze complex problems, think critically, and propose effective solutions. • Strong communication skills: Ability to explain technical concepts to non-technical users in a clear and concise manner, both verbally and in written form. • Customer-centric mindset: empathy, patience, and dedication to delivering exceptional customer service. • Ability to work independently and within a team, manage multiple priorities, and adapt to a fast-paced environment. • Familiarity with ticketing systems, support tracking tools, and knowledge base platforms. • Experience in software testing or quality assurance is a plus. • Ability to adhere to deadlines and handle pressure. • Strong attention to detail. • Bilingual, Military, Military Spouses and Veteran applicants are strongly encouraged to apply!

🏖️ Benefits

• Medical, Dental, Vision, and Prescription Drug coverage with Flexible Spending Accounts and Wellness Programs • 401 (k) with generous company match • 13 days of paid time off (PTO) & 8 Paid Holidays (NOTE: PTO increases with tenure!) • 100% employer paid Life Insurance and Long-Term Disability Insurance • Paid Parental Leave • Fully Funded Tuition Education Programs • Bonus Programs that include Employee Recognition and Referrals, Summer Madness, and Annual Performance • Employee Stock Purchase Plan • Employee Discounts and much more!