From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset…our employees.
What You Will Be Doing
As the Application Support Specialist, you will provide exceptional quality application support to end users. This support must be timely, accurate, friendly, and efficient. Specific support responsibilities include local desk-side support, remote control (virtual application support), computer and device support, one-on-one training, classroom training, written support and training documents for end users, and functional testing.
Your primary focus will be ensuring that sales commissions are paid correctly and accurately, the commission application is working properly, that users are trained and using the app correctly, and helping resolve user issues (working with IT when necessary).
Primary Responsibilities
Work with end users of application and provide support to ensure smooth adoption.
Provide post-implementation support and on-going support measures.
Liaise with developer and Yancey IT to administer application and provide technical expertise in development and execution.
Provide focused support for all end-user technical and application software problems both desk-side and virtually via remote control and phone support. Act as primary interface with end users when investigating and resolving problems.
Provide exceptional customer service through consulting, installation, support, training, and troubleshooting for end users.
Coordinate with departments and prepare technical reports, training materials, and documentation for end users.
Organize and manage user training classes.
Prepare presentation for sessions at lectures and training programs.
Prepare complementary support training documentation and provide quick start guide.
Support for sales managers on questions, or monthly commission adjustments.
Commission reporting and tracking (trends, YOY comps, etc.)
Work with IT to determine if issues are software/IT related or due to other data issues inputted into system.
Ensure issue response and resolution meet current department service level targets.
Review open tickets daily and provide status updates if tickets cannot be closed.
Perform testing of software applications. upgrades, security patches as deemed necessary.
Participate on project teams including small to large size projects. Effectively meet project milestones, deadlines, and target dates. Work closely with project managers to understand defined and scheduled tasks.
Communicate clearly both orally and in writing. Establish and maintain continuous positive, cooperative communication with end users.
Triage calls and online requests from system users.
Research moderately complex problems and questions.
Respond with answers or interventions, provide on-site assistance.
Tack and analyze requests for trends and common system problems.
Evaluate the quality of information systems through user support data.
Additional Responsibilities
Participate in required safety program, and work in a safe manner.
Additional duties as assigned by manager.
Who We Are Looking For
To be successful in this position you should have have excellent customer service skills, communication skills, problem solving skills, and organization/planning skill. You should possess technical competency in core applications, devices, and technologies, along with a broad understanding of the varied technologies normally associated with a large professional service environment. The ability to take direction and work well with others is required for this position as well.
Education/Experience
High school diploma or equivalent required.
Bachelor's degree or a minimum of three (3) years of experience in the customer service field, along with a minimum of one (1) year in a support role preferred.
Experience with audio/visual set ups for meetings, Microsoft Teams, Zoom meeting setups, video conference set ups.
Required Qualifications/Skills
Ability to communicate effectively, orally and in writing, with multiple audiences, including the ability to restate complex issues clearly and simply and to edit written materials.
Problem Solving Expertise: Clearly isolate and define problems, taking steps to resolve them before they become critical. Work in partnership with IT and other departments to facilitate support. Maintain a proper sense of balance of the perspectives and agendas of others.
Planning/Organizational Skills: Use time effectively, work at a high level of energy, monitor important details and plan weekly and daily actions.
Technical Expertise: Must have strong application support and desktop support skills with hands-on hardware troubleshooting experience (desktop, laptop, printer, wireless devices). Ability to support users both in person and remotely. Strong knowledge of application testing, maintenance, and application compatibility in a professional services environment.
Ability to speak effectively and respond to common inquiries or complaints from all levels of professional and support staff.
Demonstrate the interpersonal communication skills necessary to maintain effective relationships in person, by email and telephone.
Ability to prioritize and coordinate multiple work activities in a fast-paced environment, meeting critical deadlines.
Work both independently as well as in a team environment.
Values
At Yancey Bros. Co, we are always looking to add people to our team who share our core values:
Safety: We value the lives and health of our team and customers above all else.
Integrity: We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.
Teamwork: We work as one across our organization for the benefit of our customers.
Excellence: We strive to be the best, continuously improving our customers’ experience and the solutions we provide.
Sense of Urgency: We respond quickly to customer needs and hold ourselves accountable for results.
Ideal Candidates Will Demonstrate The Following Values
Acting in a safe manner
Exhibiting honesty and integrity
Acting in a fair and ethical manner
Team mentality
Delivering quality results
Embraces change / improvement
Exhibiting superior customer service skills
Exhibiting pride and ownership
Working with a sense of urgency
Exhibiting a winning attitude
What We Offer
Yancey Bros Co offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.
Competitive Pay Structure
Competitive Pay
Individual Bonus Opportunities Available
Technician Tool Allowance
401k Plan Strong Company Match
Employee Profit Sharing
Financial Wellness Coaching
Employee Wellness Program
Medical, Vision, Dental Insurance
Prescription Drug Coverage
Flexible Spending Accounts
Short & Long Term Disability
Group Life Insurance
Personal Time Off
Paid Holidays
Paid Sick Leave
Career Development
Tuition Reimbursement
Ongoing Training
Advancement Opportunities
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Machinery Manufacturing
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