IT Software Support Analyst, ERP

Looking to work   for the best in the industry?   Look no further than POOLCORP, the world's leading distributor of outdoor living products. With over 445 Sales Centers in 13 countries and a team with more than 6,000 dedicated employees, we are committed to meeting the needs of our customers with pride and professionalism. Our network includes SCP Distributors, SCP Distributors International, Superior Pool Products, National Pool Tile, Pinch A Penny, and Horizon Distributors.   Why join POOLCORP?   We offer a wealth of opportunities for career growth and advancement, with comprehensive training programs to support your success.  As a company, we value integrity, trust, diversity, and innovation, and we strive to foster a family-oriented, hometown culture that is supported by our strong, stable, and growing business. Join us today and experience the best of both worlds!   So, end your job search here – at POOLCORP –   Where Outdoor Living Comes to Life!   You want Benefits?   You’ve   got it!   Our generous benefits package includes:    Medical, Dental, Vision, and Prescription Drug coverage with Flexible Spending Accounts and Wellness Programs   401 (k) with generous company match   13 days   of paid time off (PTO) & 8 Paid Holidays   (NOTE: PTO increases with tenure!)   100% employer paid Life Insurance and Long-Term Disability Insurance   Paid Parental Leave   Fully Funded Tuition Education Programs   Bonus Programs that include Employee Recognition and Referrals, Summer Madness, and Annual Performance   Employee Stock Purchase Plan   Employee Discounts and much more!     What to Expect?    We are  seeking  a skilled and customer-oriented ERP Software Support Analyst to join our team. As an ERP Software Support Analyst, 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 Analyst, ERP :     Provide technical support: Respond to customer inquiries and issues  regarding  software applications promptly and professionally, ensuring  a high level  of customer satisfaction.   Troubleshoot software problems: Analyze reported software issues,  identify  root causes, and implement  appropriate solutions  or workarounds to resolve problems effectively.   Document support activities:  Maintain   accurate  records of customer interactions, support tickets, and resolutions provided using a ticketing system or support tracking tool.   Collaborate with cross-functional teams: Work 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.   Conduct software testing:  Participate  in testing activities to  identify  software bugs or defects, verify fixes, and ensure the quality and reliability of the software applications.   Train users: Assist customers in understanding the functionality, features, and best practices for using the software applications. Create user guides, FAQs, and knowledge base articles to  facilitate  self-service support for users.   Continuous learning: Stay updated with the latest software releases, industry trends, and emerging technologies to enhance support capabilities and provide efficient resolutions.   Escalate complex issues: Collaborate with senior support analysts or development teams to escalate and resolve complex or critical software issues that require advanced technical  expertise .   Customer relationship management: Build positive relationships with customers,  demonstrate  empathy, and provide exceptional customer service throughout the support process.   Proactively