Assistant Technical Support Representative

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Act as the initial point of contact for Ferguson associates

• Deliver exceptional customer service

• Respond to incoming calls

• Maintain records in a ticketing system

• Utilize a knowledge base tool and personal expertise to quickly resolve incidents

• Elevate unresolved issues, problems, and requests to other support teams

• Enhance troubleshooting and research abilities through training, documentation, knowledge resources, and collaboration with peers

• Troubleshoot issues directly with end users

• Manage varying incoming ticket volumes via phone, chat, and self-service channels independently

• Diligently document and resolve reported problems

• Foster and sustain relationships within the IT department

• Maintain knowledge of corporate and IT policies and procedures

• Cultivate verbal and written communication skills

• Innovate creative troubleshooting techniques

• Enhance customer service and follow-up capabilities

• Adhere to established processes

• Multitask effectively

• Employ critical thinking and contextual analysis

• Execute additional duties as assigned by management

⛳️ Requirements

• 0-2 years of relevant experience in a technical call center or equivalent educational background preferred

• Fundamental knowledge of SQL

• Ideal candidates should have experience with call/chat interfaces and ticketing systems

• Background in developing or troubleshooting software in UniBasic, Java, React, Python, or other modern programming languages

• Strong interest in supporting custom applications

• Preferred experience with Oracle Cloud Infrastructure, Electronic Data Interchange (EDI), mobile device operating systems, and Microsoft Office products

• Familiarity with Active Directory and various SaaS tools

• Ability to independently find solutions to complex issues

• Self-motivated and proactive

• Strong critical thinking and troubleshooting skills

• Exceptional written and verbal communication abilities

• Excellent customer service aptitude

• Strong organizational skills

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• Paid time off

• Life insurance

• 401(k) with company matching

• Mental health coverage

• Gender affirming benefits

• Family building benefits

• Paid parental leave

• Associate discounts

• Community involvement opportunities

• Eligibility for bonus or incentive plans