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Jobs · OTHR · Maryland

Digital Support Desk Representative

Capital Electric · Baltimore, MD · 3 wk ago
OTHR$20–$30/hrFull-time

About the role

As a Digital Support Desk Representative, you’ll be a front-line digital support resource for customers and internal associates. You’ll troubleshoot access and usability issues across our eCommerce and ERP-connected tools, manage user permissions, and help remove friction from ordering and account workflows—so our teams and customers can work faster and with confidence.

What you’ll do

  • Serve as the primary contact for the Digital Support Desk, supporting customers and associates via phone and email during business hours
  • Diagnose and resolve issues related to website/mobile access, password resets, registrations, user profiles, and quote/order questions
  • Create and maintain customer user profiles, including role/permission (securable) management, store/account settings, job accounts, and shipping configurations
  • Support digital tool setup and usage (e.g., Digital Job Center, quote requests, Export Lists, multi-account configurations)
  • Provide support for additional digital solutions and integrations (eclipse triggers, Track & Trace notifications)
  • Investigate and resolve alerts/errors tied to digital integrations and automation
  • Aid in label creation, scan search processes, file downloads, and other digital assets used by customers and internal teams
  • Track and manage support incidents accurately, follow documented SOPs, and identify opportunities to improve workflows and reduce repeat issues
  • Partner with Digital Operations, Digital Sales, Outside Sales, and Inside/Counter Sales to ensure timely follow-up and resolution

What you’ll bring

  • A customer-first mindset with strong problem-solving and follow-through
  • Comfortable working across multiple systems and learning new tools quickly
  • Ability to troubleshoot and explain solutions clearly to customers and internal partners
  • Strong attention to detail when managing permissions, profiles, and account settings
  • Strong written and verbal communication skills
  • Able to prioritize and collaborate effectively while managing an individual queue of requests

Preferred qualifications

  • Experience supporting eCommerce platforms, ERP systems, and/or customer portals
  • Familiarity with role-based access, user permissions, and system integrations
  • Experience in a support desk, operations, sales support, or digital enablement role
  • Exposure to electrical distribution, construction, or B2B environments

Why this role matters

Support high-volume digital interactions by resolving issues quickly and consistently
Reduce friction in customer ordering, account access, and profile management
Enable Sales and Operations teams by removing digital blockers and reducing manual work
Help drive adoption of Capital Electric’s digital tools and standard workflows

Pay

$20-30 / hourly

What We Offer You

  • Healthcare plans
  • Dental & vision
  • Paid time off
  • Parental leave
  • 401(k) retirement savings with company match
  • Professional and personal development programs

Opportunity to become a shareholder

Benefits

  • Employer-paid short- and long-term disability
  • Employer-paid life insurance for spouse and dependents
  • Robust wellness program
  • Gym reimbursement
  • Employee Assistance Program (EAP)

Military-Friendly

We are proud to be a military-friendly company, and our many employee resource groups (ERGs) help you make connections and feel supported.

Learn More About Us

Get to know us on YouTube, LinkedIn, Facebook and Instagram and learn how we’re “Powering Progress for Future Generations.”

Equal Opportunity Employer

Sonepar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, or any other categories protected by federal, state or local law.

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