Assistant Technical Support Representative

About the role

Ferguson is seeking an Assistant Technical Support Representative in Newport News, VA. This role serves as the initial point of contact for all Ferguson Associates, handling incoming calls, tracking information, and resolving incidents.

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.

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.

Benefits

Ferguson offers a comprehensive benefits package that includes health, dental, vision, paid time off, life insurance, and a 401(k) with a company match. Additional enhancements include mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities, and more!

Pay

The estimated pay range for this position is $17.36 - $27.76 per hour. The specific rate will depend on a candidate's qualifications and prior experience.

Schedule

Details about the schedule are not specified in the job posting.

Skills

Skills required for this role include troubleshooting abilities, strong communication skills, and the ability to multitask and think critically.

Benefits

At Ferguson, we offer a wide range of benefits designed to support the mental, physical, and financial well-being of our associates. These benefits include health, dental, vision, paid time off, life insurance, a 401(k) with a company match, mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities, and more!