Eclipse Support Specialist

Eclipse Support Specialist

Hajoca Corporation is one of the country's largest privately-held wholesale distributors of plumbing, heating & cooling, and industrial supplies. Founded in 1858, Hajoca is a company based on the principles of "Service, Integrity, Reliability," and on relationships of trust and support with teammates, customers, and suppliers. Throughout its history, Hajoca has played an active role in shaping advances in plumbing. However, we attribute our success to two simple truths;

a unique business philosophy and talented people. Hajoca is all about the people, who give us our advantage, and who will guide us successfully into the future.

Hajoca has over 400 locations nationwide, called Profit Centers; and at the foundation of our family of businesses is a National Support Center (NSC) where Centers of Excellence are dedicated to enabling the success of our Profit Centers.

The Eclipse System Support Desk team in our National Support Center (NSC) is looking for an Eclipse Support Specialist at their Lafayette Hill, PA office. This is a hybrid role, requiring three days in office.

Do you have experience providing computer helpdesk support? Are you a problem solver and an effective communicator? Do you value customer service? If so, then we'd like you to join our dedicated team as an Eclipse Support Specialist.

You will:

• Be the first point of contact for Hajoca Profit Center and National Support Center support requests regarding the Eclipse wholesale distribution software.
• Support all Eclipse applications, including but not limited to:
  Sales Order Entry, Purchase Order Entry, Transfer Order Entry, Accounts Payable, and Inventory.
• Provide direction, as needed, to customers on the functionality of the Eclipse application ensuring that they follow Hajoca policy.
• Provide support for printer modifications and setup, user authorization changes and setup, and report and phantom process scheduling.
• Enter all support requests into our ticketing application.
• Communicate effectively and courteously at all times with both internal and external customers as well as outside vendors.

• Consistently follow up on open trackers using our ticketing application. This includes communicating to Profit Centers while working towards a resolution for their open tickets.
• Give feedback to Team Lead and Manager on necessary training for Profit Center employees.
• Analyze multiple easy to medium difficulty business problems and assess how automated systems or process changes can be implemented to solve them.
• Dig deep into the Eclipse data (SQL,TCL, BOXI, Report writer) to get to root cause or problem identification.
• Track production support issues to provide dependable updates within the request ticket and ensure appropriate assignments and priorities within the agreed service level agreement (SLA).
• Serve as an application and business process expert.

• Act as the initial contact of tickets in the queue – engage business users to replicate issues, educate, and determine actionable items to resolve requests.

• Escalate known problems when appropriate.
• Collaborate with team members in preparing documentation for business including but not limited to FAQs, Release Notes, and Training Materials.

• Define & document IT SOPs.
• Provide on the spot training based on questions raised from the business.

• Based on ticket trending, provide the field with "tips-n-tricks" on how best to use the Eclipse Application.
• Successfully complete required safety and compliance training programs as assigned.
• Perform other reasonably related duties as assigned by immediate supervisor and other management as requested.

• Bachelor's Degree or the equivalent combination of education, professional training, or work experience.
• 2 or more years of experience with computer helpdesk support.

• Working knowledge of Eclipse software.

Our ideal candidate will also:

• Possess strong knowledge of MS Office productivity suite and Windows 10.
• Have experience working with an Incident Management tracking tool.
• Demonstrate excellent oral and written communication skills and the ability to convey answers, issues, and status changes in a clear, concise, and effective…