At Sonepar successful leaders drive and promote our leadership mindset of ADAPT, DARE AND LEARN. 

Our Leaders are focused on building customer centric strategies, inspiring, empowering and developing associates, adapting to change, and driving organizational efficiencies to deliver results.

The primary role for Eclipse Application Support 1 analysis is to be the front line of support for the Sonepar Eclipse Helpdesk.

The support analyst will be responsible for answering all calls or emails into the Sonepar Helpdesk and will be required to create tickets then troubleshoot/resolve any Eclipse Level 1 related issues.

These types of issues include but are not limited to password resets, account unlocks, cashbox problems, basic order entry or back office related questions.   Service requests that cannot be resolved are escalated to a tier 2 associate or another group for additional support.

DUTIES

• Answer phone calls or emails from Sonepar and internal customers contacting the Help Desk
• Logs each contact by gathering pertinent information about the user and a description of the incident or service request.
• Performs an initial diagnosis of the incident or service request by systematically questioning the user.
• Delivers a solution when possible using standard procedures.
• Documents the solution thoroughly so that the service desk can reuse it.
• If unable to deliver a solution,  can determine how quickly the customer needs the incident  resolved.
• Records all steps taken by both the service desk and the user to try to resolve the incident and records any additional information the user provides.
• Escalates the incident or SR to the correct subject matter expert, supervisor or manager when necessary.
• Retains ownership of incidents and SR that have been escalated to another level.
• Reviews the resolution to learn how the incident was resolved in the event a similar incident or SR is received in the future.
• Closes the SR ticket.

QUALIFICATIONS

• Previous helpdesk experience preferred
• Must have experience with O365 (Outlook, Word, Excel)
• Can work in a fast paced environment
• Excellent phone skills
• Communicates well verbally and in writing
• Basic distribution knowledge a plus

ABOUT SONEPAR USA

Sonepar USA is an independent, family-owned company with global market leadership in the B-to-B distribution of electrical, industrial and safety products, services and solutions. We are a proud member of the Sonepar Group, the world’s largest privately held electrical distributor. Sonepar entered the US in 1998 and has continued to grow due to strategic acquisitions and organic growth. Today, Sonepar USA is represented by 13 locally managed operating companies with over 700 locations nationwide. For more information, visit soneparusa.com.

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WHAT ARE THE BENEFITS?

401K Plan, Health Insurance (medical, dental, and vision), Paid Vacation, Paid Sick, Paid Personal, Paid Holidays, Flexible Spending Accounts (Health and Dependent Care), Employee Assistance Program, Tuition Reimbursement, Employee Discounts and a definitive career path.

EOE M/F/DISABILITY/VETERAN

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IND1

Required Skills Required Experience

• Written and verbal communications, interpersonal skills.
• Basic organizational skills.
• Basic computer skills.
• Demonstrated leadership abilities.
• Patient assessment.
• Clinical education related to specialty.
• Principles of patient/family teaching.