Application Support Specialist I

Job Id
56661
Job Type
Regular, Full time
Location
1 ABC Parkway
Beloit, WI 53511
Posted
30 days ago

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Job Description

ABC Supply is North America’s largest wholesale distributor of exterior and interior building products.

ABC Supply is proud to be an employee-first company. In fact, we have won the Gallup Great Workplace Award every year since its inception in 2007, and Glassdoor has named us one of the best places to work in the country. Be part of a company that recognizes your talents, rewards your efforts, and helps you reach your full potential. At ABC Supply, we have YOUR future covered.

The overall objective of the Application Support Associate I is to provide our Associates and Customers with functional support for many of ABC Supply’s core applications, including, but not limited to, Pricing, Driver Compliance, Truck Routing and Deliveries, and e-Commerce. The Application Support Associate I will also (A) provide application administration for ABC Supply’s core applications outlined above (account provisioning, truck maintenance, etc.), (B) resolve problems and monitor activity in correcting problems related to software applications to ensure satisfactory results, and (C) troubleshoot and diagnose issues and record, track and analyze data to identify patterns for further investigation.

The duties and responsibilities of the Application Support Associate I include:

Become proficient in the support activities for ABC Supply applications including, but not limited to:

  • Workday
    • Time Tracking
    • Learning Resources for supported applications
  • ServiceNow usage
    • Incident/Request handling
    • Search Knowledgebases
  • Fulfill access requests for all supported applications
  • eDelivery
    • Drivers, Routing, Trucks
    • Orders Not Flowing
    • Long Drive Times
  • Velocity
    • Driver Process
    • Proof of Delivery
    • CSDS/Velocity Portal Usage
  • MYPLATFORM
    • Customer Usage and Registration
    • Associate Features - Lookups
    • Connect Partners
    • Measurement Reports
    • Orders, Templates, Quotes, Products
  • Vendavo on Premise
    • Pricing Philosophy
    • Contracts, List and Level, Matrix
    • Missing items/customers
  • CPQ
    • Price Agreements, Price Lists, Quotes
    • Missing items/customers
  • VPP
    • Rounding Rules, Customer Level, Price Level
    • Missing items/customers
  • Order Gateway
    • eCommerce order flow
    • Editing and submitting orders
    • Order statuses
  • Express Pickup
    • Process flow and setup
  • Tableau and Analytics Hub
    • General usage of standard dashboards, such as Sales v Plan, Daily Sales, etc.
  • Sales Budget Tool
    • Submit a budget
    • Archive a budget
  • Manufacturer Rewards
    • Enrollment
    • Missing, Late, or Incorrect Rewards
  • ServiceNow (based on provided Knowledgebase Articles)
  • Prokeep features and usage
  • SAP Commissions
    • Usage of OSR and BM Dashboards
    • Submit a Manual Adjustment
  • Conduct training webinars with customers and associates

General Support Skills:

  • Provide timely support to Associates and Customers via phone, email, chat, and video calls.
  • Document individual Incidents and Requests, outlining triage notes, caller updates, and resolution.
  • Collaborate with other team members to resolve issues, either assigned to them or other team members needing assistance.
  • Follow previously defined Knowledgebase Articles to guide associates toward issue resolution.
  • Interact with other departments when issue resolution needs to be escalated to Level 2 and beyond.
  • Interact with outside vendors to resolve network outages and coordinate resolution.
  • Other duties and responsibilities as assigned.

Key competencies:

  • Superior time-management and organizational skills.
  • Excellent oral and written communication skills.
  • Strong interpersonal skills.
  • Competent documentation skills.
  • Ability to learn quickly, adapting to new technologies and processes.
  • Experience or aptitude for troubleshooting and problem-solving.

Education:

  • High school diploma or equivalent required.
  • Associate’s degree is desirable, but not required.

Certificates and experience:  

  • Bi-lingual (English/Spanish) is preferred but not required.
  • Minimum of 2 years of direct work experience in IT, training, customer service, or a similar role.

Benefits may include:

  • Health, dental, and vision coverage - eligible after 60 days, low out-of-pocket.
  • 401(k) with generous company match - eligible after 60 days, immediately vested.
  • Employer-paid employee assistance program.
  • Employer-paid short-term and long-term disability.
  • Employer-paid life insurance.
  • Flex spending.
  • Paid vacation.
  • Paid sick days.
  • Paid holidays.

Equal Opportunity Employer / Drug-Free Workplace

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ABC Supply values diversity, and we actively encourage women, minorities, and veterans to apply.


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