Application Support Specialist

City Electrical Factors; Dallas (TX); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) company match program

Telehealth

Life Insurance

Paid Time Off

Paid Holidays

Employee Discount Program

Job summary

City Electric Supply is seeking an Application Support Specialist to serve as the first point of contact for employees needing help with our proprietary software. You will support internal teams via phone, email, and ticketing, helping users work through tier I issues while contributing to process improvements and testing new releases.

Strong communication and relationship-building are essential as you collaborate with cross-functional teams and participate in business meetings to enhance how we

Qualifications

• 1+ year in software or application support (Tier I)
• Experience supporting internal proprietary software preferred
• Experience troubleshooting ERP systems preferred
• High school diploma required
• Related college degree preferred

Responsibilities

• Provide excellent internal customer service across the business
• Document and track issues through Freshservice ticketing system
• Coordinate with teammates and other teams to resolve issues efficiently
• Perform root cause analysis and escalate to Tier II when needed
• Translate technical issues into simple explanations for non-technical users
• Troubleshoot issues with clients to find right resolution
• Build trusted professional relationships with those you support
• Contribute to a positive work environment for customers, coworkers, and supervisors

Skills

Customer service

Written communication

Verbal communication

Problem solving

Teamwork

Attention to detail

Education

High school diploma

Related college degree

Tools

Freshservice

Job description

Looking to start an exciting new career? City Electric Supply offers excellent career opportunities for people who are friendly, motivated, and passionate about providing incredible customer service.

About City Electric Supply

CES is a family-owned electrical wholesaler with the benefits of a worldwide service network and the personal service of a neighborhood store. Our "customer service first" core value has allowed us to grow continually for over 65 years while keeping our founding principle of empowering people to make local business decisions. CES now employs more than 7,400 people at over 1,000 branches world-wide of which there are over 500 branches across North America. Our vision is to add 30-35 branches a year, while staying true to our Company values.

Summary

Our Application Support Specialists are the first point of contact for City Electric Supply employees when they need help with our proprietary software. You'll support our internal teams via phone, email, and ticketing system, helping people work through tier I software and application issues in a way that actually makes sense to them. Beyond troubleshooting, you'll play an active role in improving how we support our people, participating in business meetings, suggesting process improvements, and helping test new software releases. Strong relationships and clear communication are at the heart of this role.

Essential Job Functions

• Provide excellent customer service to internal employees across the business
• Document and track application and software issues through our ticketing system (Freshservice)
• Coordinate with teammates and other teams to resolve issues efficiently
• Perform root cause analysis and elevate to our Tier II team when needed
• Translate technical issues into simple, clear explanations for non-technical users
• Troubleshoot issues alongside clients to find the right resolution
• Build trusted, professional relationships with the people you support
• Contribute to a positive work environment for customers, coworkers, and supervisors alike

Education & Experience

• At least 1 year of experience in a software or application support role, not desktop, hardware, or network support
• Supporting internal proprietary software, preferred
• Previous experience troubleshooting ERP systems, preferred
• High school diploma, required
• Related college degree, preferred

Competencies

• Highly organized with strong attention to detail
• Comfortable working both independently and as part of a team
• Strong written and verbal communication skills
• Ability to tailor your communication based on your audience
• Skilled at building relationships with clients and colleagues
• Analytical thinker who enjoys solving problems

Interview Process

• 30-minute Talent Acquisition Phone Screen
• 1-hour Onsite Panel Interview

Benefits Offered

• Medical, Dental, Vision Insurance
• 401(k) company match program
• Telehealth
• Short-term and Long-term disability insurance
• Basic and AD&D Life Insurance paid for by the company
• Critical Illness, Hospital Confinement, Accident Insurance, Supplemental Life Insurance
• Employee Assistance Program
• Mental, physical, financial wellness
• Auto and Home Insurance discount
• Paid Time Off and 7 paid Holidays
• Paid Pregnancy, Parental, and Adoption Leave programs
• Employee Discount Program
• Training Programs
• Internal growth opportunities in a fast-growing company
• In some jurisdictions, state or local laws address sick leave or other leaves of absence. The Company complies with all such laws. This policy shall apply only to the extent it does not conflict with applicable law

Supervisory Responsibility

This position has no supervisory responsibilities.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position is very active and requires standing, walking, bending, kneeling, stooping, and climbing. The employee must be able to lift and move items up to 50 pounds.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement

We are an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline, and termination. The Company prohibits discrimination, harassment, and retaliation in employment based on race; color; religion; genetic information; national origin; sex (including same sex); sexual orientation; gender identity; pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; or any other category protected by federal, state, or local law. We support protected veterans and individuals with disabilities through our affirmative action program.

Attention Applicants

If you have a disability and need a reasonable accommodation to complete any part of the application process, or if you have difficulty accessing or using the online application process and need an alternative method, please contact us at [e-mail] or 1-855-571-2477.

City Electric Supply is a drug free workplace. For further information about CES, visit our website at www.cityelectricsupply.com.