Program Analyst, Retailer Programs
GoodRx
AndroidiOSSQL
Customer Support Representative, ERP
Hyphen Solutions
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AndroidERPiOSSQL
About the role
- Troubleshoot BRIX ERP and BRIX/BuildPro integration functionality
- Answer customer questions via telephone and email
- Deliver online training to customers via phone/internet
- Coordinate outstanding BRIX issues with Development, Sales, Implementation, and Accounting
- Assist first level representatives, clients, and Hyphen personnel investigating and resolving issues
- Proactively identify, monitor, and follow up with users having difficulty with applications
- Document issues and resolutions and record all activity and communications regarding issues
- Follow up with clients to keep them informed of issue status
- Adhere to internal policies and recommend improvements
- Manage time to handle multiple open calls, callbacks, and follow-ups
- Work closely with Application Support, Implementation, Training, Sales and Accounting to ensure processing, activation, and invoicing of SupplyPro customers
- Drive Hyphen Solutions’ value propositions, product benefits, goals and objectives into prospective customers
- Write SQL statements to research and correct data issues
- Participate in on-call rotation and other duties as assigned
Requirements
- Experience troubleshooting software and exceptional multi-tasking skills
- Experience with ERP software support, preferably BRIX
- Write SQL statements to research and correct data issues
- Associate Degree or relevant experience preferred
- Degree in Computer Science, Information Management or Information Technology preferred
- Strong problem resolution skills
- Prior experience in a software support environment (preferred)
- Knowledge of Microsoft Office Suite, Windows 10, wireless handheld devices (tablet/iOS/Android) preferred
- Excellent presentation and communication skills (verbal and written)
- Goal oriented, able to work independently and in a team
- Highly organized with ability to prioritize tasks and manage time
- Excellent phone manner and presence
- Ability to work with all levels of customer and Hyphen personnel
- Ability to handle multiple tasks and adapt to a fast-paced changing environment
- Homebuilding/Construction experience or industry knowledge desired
- On-call rotation required
- Must have internet access
- Able to maintain schedule as provided by management
