IT Software Support Analyst, ERP

About this role

Looking to workfor the best in the industry?
Look no further than POOLCORP, the world's leading distributor of outdoor living products. With over 445 Sales Centers in 13 countries and a team with more than 6,000 dedicated employees, we are committed to meeting the needs of our customers with pride and professionalism. Our network includes SCP Distributors, SCP Distributors International, Superior Pool Products, National Pool Tile, Pinch A Penny, and Horizon Distributors.

Why join POOLCORP?
We offer a wealth of opportunities for career growth and advancement, with comprehensive training programs to support your success.  As a company, we value integrity, trust, diversity, and innovation, and we strive to foster a family-oriented, hometown culture that is supported by our strong, stable, and growing business. Join us today and experience the best of both worlds!

So, end your job search here – at POOLCORP –Where Outdoor Living Comes to Life!

You want Benefits?You’vegot it!Our generous benefits package includes:

Medical, Dental, Vision, and Prescription Drug coverage with Flexible Spending Accounts and Wellness Programs

401 (k) with generous company match

13 daysof paid time off (PTO) & 8 Paid Holidays(NOTE: PTO increases with tenure!)

100% employer paid Life Insurance and Long-Term Disability Insurance

Paid Parental Leave

Fully Funded Tuition Education Programs

Bonus Programs that include Employee Recognition and Referrals, Summer Madness, and Annual Performance

Employee Stock Purchase Plan

Employee Discounts and much more!

What to Expect?

We are seeking a skilled and customer-oriented ERP Software Support Analyst to join our team. As an ERP Software Support Analyst, you will be responsible for providing technical assistance and support to users of our software applications. Your expertise in troubleshooting software-related issues, delivering exceptional customer service, and ensuring user satisfaction will be vital in maintaining high-quality support for our customers.

On a daily basisourSoftware Support Analyst, ERP:

Provide technical support: Respond to customer inquiries and issues regarding software applications promptly and professionally, ensuring a high level of customer satisfaction.

Troubleshoot software problems: Analyze reported software issues, identify root causes, and implement appropriate solutions or workarounds to resolve problems effectively.

Document support activities: Maintainaccurate records of customer interactions, support tickets, and resolutions provided using a ticketing system or support tracking tool.

Collaborate with cross-functional teams: Work closely with software developers, quality assurance testers, and product managers to report and track software issues, suggest improvements, and contribute to product development and enhancements.

Conduct software testing: Participate in testing activities to identify software bugs or defects, verify fixes, and ensure the quality and reliability of the software applications.

Train users: Assist customers in understanding the functionality, features, and best practices for using the software applications. Create user guides, FAQs, and knowledge base articles to facilitate self-service support for users.

Continuous learning: Stay updated with the latest software releases, industry trends, and emerging technologies to enhance support capabilities and provide efficient resolutions.

Escalate complex issues: Collaborate with senior support analysts or development teams to escalate and resolve complex or critical software issues that require advanced technical expertise.

Customer relationship management: Build positive relationships with customers, demonstrate empathy, and provide exceptional customer service throughout the support process.

Proactively contribute to improvement: Identify opportunities for process improvement, propose ideas to enhance support efficiency and customer experience, and actively participate in team meetings and discussions.

What You Will Need:

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

Proven work experience as an ERP Software Support Analyst or a similar role, with a focus on troubleshooting software applications.

Strong technical skills: Proficiency in diagnosing and resolving software-related issues.

Excellent problem-solving and analytical abilities: Ability to analyze complex problems, think critically, and propose effective solutions.

Strong communication skills: Ability to explain technical concepts to non-technical users in a clear and concise manner, both verbally and in written form.

Customer-centric mindset: empathy, patience, and dedication to delivering exceptional customer service.

Ability to work independently and within a team, manage multiple priorities, and adapt to a fast-paced environment.

Familiarity with ticketing systems, support tracking tools, and knowledge base platforms.

Experience in software testing or quality assurance is a plus.

Ability to adhere to deadlines and handle pressure.

Strong attention to detail.

Bilingual, Military, Military Spouses and Veteran applicants are strongly encouraged to apply! We understand the uniqueness of hiring military personnel and veterans and will support him/her in the time of duty or with the transition into new civilian professions.

All offers to external candidates for employment are contingent upon the successful completion of pre-employment drug testing and background verifications before employment isfinalized.

At POOLCORP, we are committed to our employees’ success. Our comprehensive benefits program offers the flexibility of benefits that meet the needs of our employees and their families. Some of these benefits include medical, dental and vision care, company-paid life and long-term disability insurance, prescription drug coverage, flexible spending and health savings accounts, 401(k) with company match, employee…