Application Support Specialist

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 escalate 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.