ERP Helpdesk Associate

Are you passionate about providing top-notch support and enhancing user experiences? Do you thrive in a dynamic, cross-functional environment? If so, we want you to be part of our team! We are seeking an ERP Software Help Desk Specialist to play a pivotal role in the implementation and ongoing support of Global Shop Solutions across our client in Wixom, Michigan's family of companies.<br><br><strong>Role and Responsibilities:</strong><br><ul><li>Act as the first point of contact for users, providing technical assistance and support related to Global Shop ERP/CRM software.</li><li>Prioritize and resolve incoming calls to the Help Desk via telephone, email, and ConnectWise, ensuring timely and effective resolution for end-users.</li><li>Manage daily ticket priorities, including project tickets, and monitor system health.</li><li>Respond promptly to security and usability concerns.</li><li>Conduct operational data integrity reviews and remediation.</li><li>Support Group-level customer, vendor, and inventory lists.</li><li>Ensure availability during agreed-upon business hours to provide support across our client in Wixom, Michigan's family of companies.</li><li>Perform other duties as assigned.</li></ul><br><strong>Education:</strong><br><ul><li>Associate degree, preferably in Business Management, Accounting, Information Technology, or related field.</li></ul><br><strong>Qualifications Requirements:</strong><br><ul><li>Minimum 2+ years' experience in ERP software/program/application support.</li><li>General knowledge of ERP/CRM applications and their functionalities.</li><li>Familiarity with help desk ticketing systems, such as ConnectWise.</li><li>Strong communication and coaching skills, with the ability to convey technical material effectively.</li><li>Ability to collaborate across departments and locations.</li><li>Aptitude for explaining both business and technical processes based on the audience.</li><li>Proven track record of follow-up and follow-through.</li><li>Drive to deliver excellent customer service, with a focus on task prioritization and time management.</li><li>Excellent attention to detail and critical thinking skills.</li></ul><br><strong>Preferred Skills:</strong><br><ul><li>Familiarity with Global Shop Solutions ERP software.</li><li>SQL knowledge.</li><li>Experience in an equipment distribution and service industry (job and project-based).</li></ul>