Support Analyst I

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!

Job Summary:

The Support Analyst I will be responsible for providing technical assistance and support to users experiencing issues with software applications. This role will play a critical role in ensuring the smooth operation and functionality of our software products by diagnosing and resolving technical problems, assisting with software installations and upgrades, and providing comprehensive training and guidance to end-users.

Responsibilities:

• Responds promptly to user inquiries and provides technical support via email, phone, or remote assistance tools.

• Diagnoses and troubleshoots software issues reported by customers, escalating complex problems to the appropriate team members if necessary.

• Guides users through step-by-step solutions, explaining technical concepts in a clear and understandable manner.

• Collaborates closely with developers and quality assurance teams to identify and resolve software bugs and usability issues.

• Documents and tracks support cases, ensuring timely resolution and maintaining detailed records of customer interactions.

• Assists with software installations, configurations, and updates for new and existing customers.

• Develops and delivers training materials and user documentation to help customers maximize their use of our software products.

• Stays up to date on product features, updates, and industry trends to provide informed support and advice to users.

• Contributes to the continuous improvement of support processes and procedures to enhance customer satisfaction and efficiency.

• Additional job related duties as assigned.

Requirements:

• Bachelor's degree in Information Technology or related field preferred.

• Associates degree in an IT related field.

• 1-3 years of experience in a support function or role preferred.

• Proven experience in a technical support role, preferably in the software industry.

• Strong troubleshooting skills and the ability to analyze complex technical problems.

• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to non-technical users.

• Proficiency in using remote support tools and troubleshooting software applications.

• Familiarity with software development processes and methodologies.

• Customer-focused mindset with a dedication to providing exceptional service and support.

• Ability to work collaboratively and independently in a fast-paced environment, managing multiple priorities effectively.

• Flexibility to work occasional evenings or weekends to provide support during critical periods or software releases.

• Certification in relevant software or technical support areas 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.