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Software Support Specialist
1 month ago
Job Title: Software Support Specialist
Department: IT
Status: Full Time / Exempt
Reports To: Director of IT
Location: Burnsville, MN
The Software Support Specialist Level 1 position will be responsible for responding to and resolving a great variety of questions, issues and requests regarding many different software tools in place within the company. This is a learning role, and the employee will develop abilities to gather and review data and determine what a successful result looks like. They will learn how to address issues safely and accurately using acceptable standards allowed within the business and its software solutions. They will successfully perform all pertinent tasks while embodying the competencies as well as Innovative’s core values and brand promise.
Essential Functions:
- Attain working knowledge of basic sales order & purchase order flow in ERP systems (quote/order entry through invoicing and cash application/payment) – familiarity with menu systems, and navigation through user workstations/functions
- Understand responsibilities of each team relative to ERP (operations, CS, accounting, pricing, category teams)
- Software and website Support – ticketing system communication and resolution - related to software functionality (navigation, user functionality), online ordering website, and infrastructure (grids, printing, display issues encountered within software solutions, etc.)
- Competence in software troubleshooting with users – gathering proper data for senior team members before turning over tickets or asking for help – utilize critical thinking (digging deep)
- Learn to use and understand AOT database review tool and be able to utilize it safely as necessary for data retrieval and review
- Learn basic knowledge of efficient DB querying via provided tools (i.e., SQL’s SELECT statement)
- Excel – ability to both use and support others with Excel questions - strong ability to gain added expertise – can learn and absorb knowledge independently or from others with higher expertise as needs arise; learns how to utilize basic data manipulation functions (such as but not limited to SUM, LEFT, RIGHT, MID, VLOOKUP, FIND); familiarity with printing options, formatting cells, and creating and using tables for filtering, sorting, etc.
- Preparation of data files and performing data loads of all types into test environments, assist senior team members with final validation and migration to production
- QA - Assist with testing upgrades and new features
- Documentation of business processes via company knowledge base
- Regular advancement in professional development
- 3 years’ experience working internally as a power user or 1-2 years of relevant experience as a software support professional within an enterprise-level ERP product.
- Able to successfully complete an Excel assessment utilizing basic formatting skills and formulas
- Ability to work well under pressure in an environment that requires independent thinking.
- Strong ability to learn technical skills, and utilize them with accuracy
- Strong interpersonal and communication skills; able to collaborate effectively with clients, office users, sales reps, etc. and capable of training users in the use of applications and operating system fundamentals and writing basic documentation.
- Intellectually curious. Ability to think beyond the basic confines of the role, review data, analyze user and customer needs, and present solutions based on these observations.
Equal Employment Opportunity 7.2024
