ERP Software Support Specialist

2 months ago

New Orleans, United States Pool Company Full time
Company Overview

POOLCORP is the leading business-to-business distributor of swimming pool and landscape supplies, equipment, and related outdoor living products. Through our subsidiaries, SCP Distributors LLC, Superior Pool Products LLC, and Horizon Distributors Inc., we operate in more than 420 wholesale Sales Centers worldwide with nearly 6,000 employees serving the needs of customers by offering a wide array of products and value-added support.

Our Covington, LA headquarters provides exceptional support (i.e., IT, HR, Finance, Marketing, Legal, Purchasing, Sourcing, etc.) to each of our Sales Centers. Our extraordinary company culture encompasses a high work ethic, an entrepreneurial spirit, and a community presence all within a family-oriented work atmosphere. At POOLCORP, we strive to employ only the very best.

Why POOLCORP?

Because it's a place where you can make an impact and grow At POOLCORP you'll find a wealth of opportunities that support your individual and long-term career goals. Our stable work environment is further enhanced by our generous compensation and benefits package. Publicly traded since 1995, POOLCORP is a global organization with a long history of continuous success - clearly making it an industry leader - in so many ways

So, end your job search here - at POOLCORP - Where Outdoor Living Comes to Life

What to Expect?

We are seeking a skilled and customer-oriented Software Support Specialist to join our team. As a Software Support Specialist, you will be responsible for providing technical assistance and support to users of our software applications. Your expertise in troubleshooting software-related issues, delivering exceptional customer service, and ensuring user satisfaction will be vital in maintaining high-quality support for our customers.

On a daily basis our Software Support Specialist:
  • Provides technical support: Responds to customer inquiries and issues regarding software applications promptly and professionally, ensuring a high level of customer satisfaction.
  • Troubleshoots software problems: Analyzes reported software issues, identifies root causes, and implements appropriate solutions or workarounds to resolve problems effectively.
  • Documents support activities: Maintains accurate records of customer interactions, support tickets, and resolutions provided using a ticketing system or support tracking tool.
  • Collaborates with cross-functional teams: Works closely with software developers, quality assurance testers, and product managers to report and track software issues, suggest improvements, and contribute to product development and enhancements.
  • Conducts software testing: Participates in testing activities to identify software bugs or defects, verifies fixes, and ensures the quality and reliability of the software applications.
  • Trains users: Assists customers in understanding the functionality, features, and best practices for using the software applications. Creates user guides, FAQs, and knowledge base articles to facilitate self-service support for users.
  • Continuous learning: Stays updated with the latest software releases, industry trends, and emerging technologies to enhance support capabilities and provide efficient resolutions.
  • Escalates complex issues: Collaborates with senior support analysts or development teams to escalate and resolve complex or critical software issues that require advanced technical expertise.
  • Customer relationship management: Builds positive relationships with customers, demonstrates empathy, and provides exceptional customer service throughout the support process.
  • Proactively contributes to improvement: Identifies opportunities for process improvements, proposes ideas to enhance support efficiency and customer experience, and actively participates in team meetings and discussions.
What You Will Need:
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
  • Proven work experience as a Software Support Specialist or a similar role, with a focus on troubleshooting software applications.
  • Strong technical skills: Proficiency in diagnosing and resolving software-related issues..
  • Excellent problem-solving and analytical abilities: Ability to analyze complex problems, think critically, and propose effective solutions.
  • Strong communication skills: Ability to explain technical concepts to non-technical users in a clear and concise manner, both verbally and in written form.
  • Customer-centric mindset: Empathy, patience, and dedication to delivering exceptional customer service.
  • Ability to work independently and within a team, manage multiple priorities, and adapt to a fast-paced environment.
  • Familiarity with ticketing systems, support tracking tools, and knowledge base platforms.
  • Experience in software testing or quality assurance is a plus.


Bilingual, Military, Military Spouses and Veteran applicants are strongly encouraged to apply Currently, POOLCORP has over one hundred and twenty military personnel serving on our team. We understand the uniqueness of hiring military personnel and veterans and will support him/her in the time of duty or with the transition into new civilian professions.

All offers to external candidates for employment are contingent upon the successful completion of pre-employment drug testing and background verifications before employment is finalized.

POOLCORP, including all its subsidiaries, is a drug-free company and Equal Opportunity Employer - By Choice. The Company understands, respects, and values diversity - unique styles, experiences, identities, ideas, and opinions - while striving to be inclusive of all people. This commitment is critical to our success as a global company as we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Hiring and promotional decisions are based solely on the qualifications required for the job to be filled.

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