Application Technical Support Representative
Sonepar Management Group (SMG) supports our Sonepar brands (i.e. operating companies) in the US through a shared services model. These services include, but are not limited to: human resources, finance, digital enterprise, supply chain, vendor relations, marketing, legal, and communications. The SMG teams enable our brands to do business in their local regions while taking advantage of the scale and collective resources of a global enterprise.
SMG fosters an inclusive and supportive culture. We offer leadership and development programs to help you reach your career goals. Our associates share in our collective achievements, and we firmly believe that Sonepar is “Powered by Difference.” By driving technology and innovation, enabling paths to success, and caring about our people and their families, we have built a workplace where you can build a fulfilling career.
At Sonepar successful leaders drive and promote our leadership mindset of Adapt, Dare and Learn. Our Leaders are focused on building customer centric strategies, inspiring, empowering, and developing associates, adapting to change, and driving organizational efficiencies to deliver results.
The Application Technical Support Representative position will be responsible for the full support process of Sonepar’s Eclipse Printing (Label/Laser), Phantom set up and management, and it’s associated Companion Products. This will include the monitoring of the inbound support queues, answering calls or emails, and will be required to create incidents before troubleshooting.
The Application Technical Support position will be responsible for handling issues that include but are not limited to password resets, account unlocks, cashbox issues, basic order entry or back office related questions. Service requests that cannot be resolved will be escalated for additional support.
What you will do:
- Manage the day-to-day workload of Eclipse Printers and Companion product related incidents and requests.
- Daily coverage of the UCCX inbound calls to the Service Desk.
- Documenting new processes as KBs to assist internal and external users.
- Escalate incidents or requests to Escalation Application Technical when necessary.
- Training end users and cross training peers on companion products usage and support.
What you will bring:
- BS in Business or IT related field
- 2+ years of IT based customer support using an ITIL based incident management system.
- Ability to work directly with business stakeholders to define requirements and clearly prioritize work.
- Strong written and verbal communication skills.
- Familiarity with Service Now Ticket Management
- Strong focus on communication with end users
- Working knowledge of Epicor Eclipse and the distribution industry is a plus.
What We Offer You:
- We offer great family-friendly benefits to full-time associates:
- 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
- Tuition Reimbursement
- Employee Assistance Program (EAP)
We’re proud to be a military-friendly company, and our many employee resource groups (ERGs) help you make connections and feel supported.
Learn More About Us
Get to know us on LinkedIn, Facebook, Instagram and Youtube and learn how we’re “Powering Progress for Future Generations.”
Learn more about us and our Sonepar family of brands: https://www.soneparusa.com/us-en/about-us
Equal Employment Opportunity Statement
Sonepar is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
Sonepar and our family of brands are committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please call 843-745-2420 or email recruiting@sonepar-us.com.