Assistant Technical Support Representative - Application Support

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Written by AI from the job title and company, not by Ferguson, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Assistant Technical Support Representative - Application Support at Ferguson is primarily responsible for providing exceptional technical support to internal and external customers regarding application-related issues. This role involves troubleshooting, diagnosing, and resolving application problems while ensuring alignment with company policies and procedures. The candidate will work closely with the technical support team to improve service delivery and customer satisfaction, contributing to the overall efficiency and effectiveness of the support operations.

Job Responsibilities

• Provide first-level support to users experiencing application-related issues.
• Troubleshoot and resolve software problems through phone, email, and chat support.
• Document issues and their resolutions in the support ticketing system.
• Assist with user access requests and application configuration settings.
• Collaborate with senior technical staff to escalate complex issues when necessary.
• Conduct follow-up communication to ensure customer satisfaction after issue resolution.
• Participate in training activities to stay current on application updates and best practices.

Qualifications

• Associate's degree in Computer Science, Information Technology, or a related field; Bachelor's degree preferred.
• Proven experience in a technical support or help desk role, preferably in application support.
• Strong understanding of software troubleshooting and diagnostic skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a team environment.
• Strong analytical and problem-solving abilities.
• Familiarity with support ticketing systems and customer relationship management software.

Technologies & Tools

The Assistant Technical Support Representative will utilize a variety of technologies and tools to perform their duties effectively. This includes support ticketing systems such as ServiceNow or ZenDesk, remote desktop applications, and various internal and external application platforms. Familiarity with Microsoft Office Suite and other productivity software is also expected to enhance reporting and documentation efforts.

Ideal Candidates

Ideal candidates for this position are detail-oriented individuals with a strong passion for technology and customer service. They should possess the ability to communicate complex technical issues in an understandable manner to non-technical clients. Successful team members will demonstrate adaptability, as they may encounter a wide range of issues each day. A proactive mindset combined with a willingness to learn and grow will be essential in contributing to the success of the Application Support team at Ferguson.