Applications Support Representative I

Your primary role as an Application Support Representative is to be the front line of support for the Sonepar Service Desk.

You will be responsible for answering all calls or emails into the Sonepar Service Desk and will be required to create tickets then troubleshoot/resolve any Applications Level 1 related issues.

These types of issues include but are not limited to password resets, account unlocks, cashbox problems, basic order entry or back office related questions. Service requests that cannot be resolved are escalated to a tier 2 associate or another group for additional support.

Duties

• Answer phone calls or emails from Sonepar and internal customers contacting the Help Desk
• Logs each contact by gathering pertinent information about the user and a description of the incident or service request.
• Performs an initial diagnosis of the incident or service request by systematically questioning the user.
• Delivers a solution when possible using standard procedures.
• Documents the solution thoroughly so that the service desk can reuse it.
• If unable to deliver a solution, can determine how quickly the customer needs the incident resolved.
• Records all steps taken by both the service desk and the user to try to resolve the incident and records any additional information the user provides.
• Escalates the incident or SR to the correct subject matter expert, supervisor or manager when necessary.
• Retains ownership of incidents and SR that have been escalated to another level.
• Reviews the resolution to learn how the incident was resolved in the event a similar incident or SR is received in the future.
• Closes the SR ticket.

Qualifications

• 1+ years of previous helpdesk experience preferred
• Must have experience with O365 (Outlook, Word, Excel)
• Enjoys working in a team environment
• Communicates well verbally and in writing
• Must be willing to work a Hybrid schedule - Monday through Wednesday in the office.
• Bachelor's degree preferred

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Why work for Sonepar?

At Sonepar USA, we are Powered by Difference. As a company with local roots and global reach, we thrive on the diversity of our associates and the different ways each of us contributes to our success. What keeps us at the forefront of progress? Our people. No matter where you work or who you are, you'll get all the freedom you need to push boundaries, learn from your mistakes and help take our business to another level. You'll also get opportunities to expand your industry experience every single day.

Our Competitive Benefits?

401K Plan, Competitive Medical Plans (medical, dental, and vision), Paid Vacation, Paid Sick, Paid Personal, Paid Holidays, Flexible Spending Accounts (Health and Dependent Care), Employee Assistance Program, Tuition Reimbursement, Employee Discounts, Long-term and Short-term Disability, Life Insurance and a Definitive Career Path.

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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.

EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Pay Transparency Non-Discrimination Provision
Sonepar follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.