Technical Support Analyst

Hajoca Corporation is one of the country's largest privately-held wholesale distributors of plumbing, heating & cooling, and industrial supplies.

Founded in 1858, Hajoca is a company based on the principles of "Service, Integrity, Reliability," and on relationships of trust and support with teammates, customers, and suppliers.

Throughout its history, Hajoca has played an active role in shaping advances in plumbing.

However, we attribute our success to two simple truths; a unique business philosophy and talented people.

Hajoca is all about the people, who give us our advantage, and who will guide us successfully into the future.

Hajoca has over 400 locations nationwide, called Profit Centers; and at the foundation of our family of businesses is a National Support Center (NSC) where Centers of Excellence are dedicated to enabling the success of our Profit Centers.

The Technical Support team in our National Support Center (NSC) is looking for a Technical Support Analyst at their Lafayette Hill, PA office.

Do you have experience providing computer support? Are you skilled at solving problems and ensuring an elevated level of customer service? Are you an excellent communicator? If so, then we'd like you to join our dedicated team as a Technical Support Analyst.

About the Role:

You will:


* Function as the first point of contact for Hajoca Profit Center and National Support Center support requests, providing technical and troubleshooting assistance related to computer hardware and software, mobile devices, and other tech tools and products.


* Document problems and conversations to create an incident that can be referenced by other technicians and for training purposes all while providing world class customer service and support.


* Provide technical assistance and support for incoming requests and phone calls related to computer systems, software, and hardware.


* Log all support interactions in the ServiceNow platform for accurate tracking.


* Guide customers through the problem-solving process using remote assistance tools.


* Install, modify, and troubleshoot software to ensure proper functionality.


* Acquire foundational knowledge of our Eclipse software support functions.


* Follow up with customers to confirm issues are resolved to their satisfaction.


* Deliver exceptional customer service, consistently exceeding customer expectations.


* Suggest improvements to procedures for enhanced efficiency and support.


* Collaborate with the Infrastructure team as needed to resolve customer issues.


* Participate in required training to enhance technical skills.


* Provide deskside support to internal teams as needed.


* Successfully complete required safety and compliance training programs as assigned.


* Perform other reasonably related duties as assigned by immediate supervisor and other management as required.

About You:


* Bachelor's Degree or the equivalent combination of ed...

Hajoca Corporation Job 7745 by eQuest