Assistant Application Technical Support Representative

About Ferguson

Since 1953, Ferguson has been a leading source of quality supplies for various industries, including Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks, and Residential Digital Commerce. As a Fortune 500 company with approximately 36,000 associates across 1,700 locations, Ferguson is dedicated to building better infrastructure, homes, and businesses by making complex projects simple, successful, and sustainable for customers.

The Opportunity: Assistant Application Technical Support Representative

Ferguson is seeking an Assistant Application Technical Support Representative for a fully remote position, open to candidates anywhere in the United States. This role serves as the first point of contact for all Ferguson Associates, providing high-level customer service and in-depth troubleshooting for internal applications. The Assistant Application Technical Support Representative will manage incoming calls, track information in a ticketing system, utilize knowledge base tools, and escalate unresolved issues to specialized support teams as needed.

Key Responsibilities

• Utilize training, documentation, and peer knowledge to enhance troubleshooting and research capabilities.
• Demonstrate strong understanding of troubleshooting techniques for end-users.
• Maintain clear and effective communication with associates.
• Consistently document and resolve reported technical issues.
• Cultivate and sustain strong relationships within the IT department.
• Develop and uphold understanding of Corporate and IT policies and procedures.
• Enhance verbal and written communication skills.
• Foster creative thinking in problem-solving and troubleshooting.
• Develop and maintain solid customer service and follow-up practices.
• Ensure compliance with defined operational processes.
• Exhibit efficient multitasking and critical thinking abilities.
• Perform additional duties as requested by management.

Qualifications

• 0-2 years of relevant experience in a technical call center or comparable education preferred.
• Basic knowledge of SQL is required.
• Experience with call/chat interfaces and ticketing systems is ideal.
• Exposure to software development in UniBasic, Java, React, Python, or other modern languages is a plus.
• Passion for supporting custom applications.
• Familiarity with Oracle Cloud Infrastructure, Electronic Data Interchange (EDI), mobile device OS, and Microsoft Office products is preferred.
• Outstanding written and verbal communication skills.
• Phenomenal customer service skills.
• Excellent organizational skills.

Benefits at Ferguson

Ferguson offers a comprehensive benefits package designed to support the mental, physical, and financial well-being of its associates. This includes health, dental, vision, paid time off, life insurance, a 401(k) with company match, mental health coverage, gender-affirming and family-building benefits, paid parental leave, associate discounts, and community involvement opportunities.

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• Ticketing Systems
• SQL
• Communication Skills
• Application Support
• IT Policies
• Problem Solving
• Knowledge Base