Assistant Technical Support Representative

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson , a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

Ferguson is currently seeking the right individual to fill a tremendous career opportunity for an Assistant Technical Support Representative. This role is approved to be either Remote within the United States or Hybrid for associate in Newport News, VA, in accordance with company policy.

The Assistant Technical Support Representative is the first point of contact for all our Ferguson Associates. While providing a high level of customer service, the Assistant Technical Support Representative answers incoming calls, tracks information in a ticketing system, uses a knowledge base tool along with their own personal expertise to resolve incidents in a timely fashion. The Assistant Technical Support Representative escalates unresolved problem/issues/requests to the other support teams as required.
Responsibilities:

- Heavily use training, documentation/knowledge, and peers to develop troubleshooting and research skills.

- Capable of troubleshooting with End Users.

- Handle fluctuating incoming ticket volume Phone, chat, Self-Service autonomously.

- Strong communication skills.

- Consistently document and solve any reported issue.

- Develop and maintain strong relationships within the IT department.

- Develop and maintain an understanding of Corporate and IT policies and procedures.

- Develop and maintain verbal and written communication skills.

- Develop and maintain creative thinking in troubleshooting techniques.

- Develop and maintain solid customer service and follow-up skills.

- Stay in sync with defined processes.

- Capable of multitasking efficiently.

- Capable of critical thinking and understanding issues through context clues.

- In addition to the essential job functions described above, all associates will perform duties as requested by management.

Qualifications:

- 0-2 years of relevant experience in a technical call center or comparable education preferred.

- Possess basic SQL knowledge.

- Experience with call/chat interface is ideal, along with any experience with ticketing systems.

- Experience developing or troubleshooting software in UniBasic, Java, React, Python, or other modern language.

- Passion for supporting custom applications.

- Experience using Oracle Cloud Infrastructure, Electronic Data Interchange (EDI), mobile device OS, and Microsoft Office products is preferred.

- Experience using Active Directory and various SaaS tools.

- Able to prove they can find out solutions to tough issues on their own without hand holding

- A self starter and self motivated.

- Critical thinker, able to tinker, suggest new paths, and set a higher standard.

- Outstanding communication skills, both written and verbal.

- Phenomenal customer service skills.

- Excellent organizational skills.

At Ferguson , we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering n