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ERP Software Help Desk Specialist

4 months ago

Wixom, United States Kennedy Industries Full time
Job DescriptionJob Description

Vessco Water utilizes Global Shop Solutions (GSS), an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) system across the family of companies that make up our business to support a best-in-class customer and team member experience. We are seeking an ERP Software Help Desk Specialist, who will partner with the implementation team and each platform company to provide system support, training, and guidance.


This position represents an excellent opportunity in a dynamic, entrepreneurial, fast growing, and employee focused company.

Role and Responsibilities

The ERP Software Help Desk Specialist is part of a broad cross-functional team responsible for the implementation and ongoing support and enhancement of Global Shop Solutions across the Vessco Water family of companies. The position will be the first point of contact for Users; playing an integral role in User support and learning. The position responsibilities include:

  • Provide technical assistance and support related to Global Shop ERP/CRM software.
  • Prioritizing incoming calls to the Help Desk via telephone, email, and ConnectWise to ensure courteous, timely and effective resolution for the end-user.
  • Prioritize daily "In and Out" and project tickets.
  • Monitor the system health daily.
  • Respond immediately to security and usability concerns.

· Operational data integrity and hygiene review and remediation with companies.

· Support Group level customer, vendor, and inventory lists.

· Ability to work agreed upon business hours to ensure adequate support hours the Vessco Water family of companies.

· Other duties as assigned.

Education
  • Associate degree, preferably in Business Management, Accounting, Information Technology, or related field
Qualifications Requirements

· Minimum 2+ years' experience ERP softwareprogramapplications support.

• General knowledge of ERPCRM applications and how they work for functional areas

such as Accounting, Order Management, Sales, Inventory, Warehouse, and Reporting.

· Familiarity with help desk ticketing systems, like ConnectWise.

• Excellent communication and coaching skills; including the ability to explain technical material.

• Ability to work effectively across multiple departments and multiple locations.

• Ability to speak both business process and technical process based on the audience.

· A natural instinct for follow-up and follow-through is essential.

· Strong personal drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, users, and time.

  • Excellent attention to detail and critical thinking skills.
Preferred Skills

· Familiarity with the Global Shop Solutions ERP software.

· SQL Knowledge

· Experience in an equipment distribution and service industry (job and project based).



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