Assistant Technical Support Representative

Ferguson is currently seeking the right individual to fill a tremendous career opportunity for an Assistant Technical Support Technician. This role is approved to be fully remote and can be based anywhere in the United States.  

The Assistant Technical Support Representative is the first point of contact for all our Ferguson Associates. While providing a high level of customer service, the Assistant Technical Support Representative 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 will be tasked with providing in-depth troubleshooting on a variety of internal applications. 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
• Capable of critical thinking and understanding issues through context clues
• 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.