The Role
Provide first‑level support for internal proprietary applications via phone, email, and Freshservice ticketing. Troubleshoot and document application issues, perform root‑cause analysis, escalate to Tier II as needed, participate in process improvements and testing, and build trusted relationships with internal users.
Summary Generated by Built In
Looking to start an exciting new career? City Electric Supply offers excellent career opportunities for people who are friendly, motivated, and passionate about providing incredible customer service.
About City Electric Supply
CES is a family-owned electrical wholesaler with the benefits of a worldwide service network and the personal service of a neighborhood store. Our "customer service first" core value has allowed us to grow continually for over 65 years while keeping our founding principle of empowering people to make local business decisions. CES now employs more than 7,400 people at over 1,000 branches world-wide of which there are over 500 branches across North America. Our vision is to add 30-35 branches a year, while staying true to our Company values.
Summary
Our Application Support Specialists are the first point of contact for City Electric Supply employees when they need help with our proprietary software. You'll support our internal teams via phone, email, and ticketing system, helping people work through tier I software and application issues in a way that actually makes sense to them. Beyond troubleshooting, you'll play an active role in improving how we support our people, participating in business meetings, suggesting process improvements, and helping test new software releases. Strong relationships and clear communication are at the heart of this role.
Essential Job Functions:
- Provide excellent customer service to internal employees across the business.
- Document and track application and software issues through our ticketing system (Freshservice).
- Coordinate with teammates and other teams to resolve issues efficiently.
- Perform root cause analysis and escalate to our Tier II team when needed.
- Translate technical issues into simple, clear explanations for non-technical users.
- Troubleshoot issues alongside clients to find the right resolution.
- Build trusted, professional relationships with the people you support.
- Contribute to a positive work environment for customers, coworkers, and supervisors alike.
Education & Experience:
- At least 1 year of experience in a software or application support role, not desktop, hardware, or network support.
- Supporting internal proprietary software, preferred.
- Previous experience troubleshooting ERP systems, preferred.
- High school diploma, required.
- Related college degree, preferred.
Competencies:
- Highly organized with strong attention to detail.
- Comfortable working both independently and as part of a team.
- Strong written and verbal communication skills.
- Ability to tailor your communication based on your audience.
- Skilled at building relationships with clients and colleagues.
- Analytical thinker who enjoys solving problems.
Interview Process:
- 30-minute Talent Acquisition Phone Screen.
- 1-hour Onsite Panel Interview.
Benefits Offered:
- Medical, Dental, Vision Insurance.
- 401(k) company match program.
- Telehealth.
- Short-term and Long-term disability insurance.
- Basic and AD&D Life Insurance paid for by the company.
- Critical Illness, Hospital Confinement, Accident Insurance, Supplemental Life Insurance.
- Employee Assistance Program.
- Mental, physical, financial wellness.
- Auto and Home Insurance discount.
- Paid Time Off and 7 paid Holidays.
- Paid Pregnancy, Parental, and Adoption Leave programs.
- Employee Discount Program.
- Training Programs.
- Internal growth opportunities in a fast-growing company.
- In some jurisdictions, state or local laws address sick leave or other leaves of absence. The Company complies with all such laws. This policy shall apply only to the extent it does not conflict with applicable law.
Supervisory Responsibility:
This position has no supervisory responsibilities.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position is very active and requires standing, walking, bending, kneeling, stooping, and climbing. The employee must be able to lift and move items up to 50 pounds.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement
We are an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline, and termination. The Company prohibits discrimination, harassment, and retaliation in employment based on race; color; religion; genetic information; national origin; sex (including same sex); sexual orientation; gender identity; pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; or any other category protected by federal, state, or local law. We support protected veterans and individuals with disabilities through our affirmative action program.
Attention Applicants
If you have a disability and need a reasonable accommodation to complete any part of the application process, or if you have difficulty accessing or using the online application process and need an alternative method, please contact us at [email protected] or 1-855-571-2477.
City Electric Supply is a drug free workplace. For further information about CES, visit our website at www.cityelectricsupply.com.
Skills Required
- At least 1 year of experience in a software or application support role (not desktop, hardware, or network)
- High school diploma
- Experience using ticketing systems (Freshservice)
- Ability to troubleshoot application/software issues and perform root cause analysis
- Strong written and verbal communication skills
- Highly organized with strong attention to detail
- Ability to translate technical issues into simple explanations for non-technical users
- Comfortable working independently and as part of a team
- Skilled at building relationships with clients and colleagues
- Supporting internal proprietary software
- Previous experience troubleshooting ERP systems
- Related college degree
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The Company
What We Do
City Electrical Factors (CEF) is the largest distributor of electrical products in the United Kingdom. Founded in 1951, the company operates over 400 branches, providing a wide range of electrical, hardware, plumbing, and heating equipment to professional contractors and the public. They are known for their extensive product range, including cables, power tools, and renewable energy solutions like solar and EV charging equipment.
