IMS HELPDESK SUPPORT (48881)
Summary
Tier 1 helpdesk support specialist providing phone, email, and ticket-based support for City Electric Supply's proprietary software applications at the Dallas head office. Day to day: troubleshooting, documenting and tracking issues, performing root cause analysis, escalating to Tier 2, and assisting with testing new software releases.
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
IMS Helpdesk support is responsible for providing excellent customer support efforts for City Electric Supply’s proprietary software applications via phone, email and ticketing system. IMS support specialists incorporate technical information for specialized programs and educate users on a variety of topics when applicable. They actively participate in business meetings and suggest changes in software support processes based on observations. The Tier 1 support team also assist with the testing of new software releases and report issues as needed. One of their main duties includes research tasks to provide sound solutions to customer requests.
Essential Job Functions
- Provide excellent customer service.
- Document and track issues in software and hardware operation through ticketing system.
- Coordinate efforts with other teams and teammates to resolve issues quickly.
- Perform root cause analysis for each issue, escalating as necessary.
- Escalate issues to Tier 2 Team as necessary.
- Explain technical issues to non-technical clients.
- Troubleshoot issues with the clients for resolution
- Cultivate business relationships based on trust and professionalism
- Ability to develop and maintain positive relations with customers, coworkers and supervisors.