Web Support Analyst

Johnstone Supply, North Americas leading wholesale distributor of HVACR equipment, parts, and supplies has a great opportunity for a Web Support Analyst to join our team. Over the last seven decades Johnstone has grown into the industry leader with over 450 distributor branches and 6 distribution centers throughout North America resulting in over $4 billion in annual sales. We work with some of the largest companies in the world, including Daikin/Goodman, Honeywell, Emerson, Johnson Controls, Google and Fujitsu, to provide contractors with world class products, technical expertise and quality service. As a member of the eCommerce Technology Team, the Web Support Analyst is responsible for providing technical support to Johnstone Distributors in regard to issues related to the Johnstone Supply eCommerce platform. As an established performer in the industry for over 70 years, Johnstone has a demonstrated history of creating career opportunities. The candidate selected for this role will have the chance to grow into higher level roles within the IT organization; work with a highly collaborative group of skilled and tenured team-members who are always willing to help out; and engage with an invested and supportive departmental leadership team. Schedule: Monday – Friday, 7:30 AM – 4:00 PM, hybrid work schedule requiring up to 2 days in office per week. Position responsibilities: Serve as the technical escalation point for distributor support line calls and emails related to our eCommerce platform. Answering ‘how to’ technical and application configuration questions. Assisting in trouble shooting 2nd level technical issues. Work to find the root cause for bugs/issues and if necessary, create engineering tasks and partner with engineers to resolve issues. Research integrations and work with customers to set them up. Field customer support requests, analyze problems, place outbound calls to collect information, provide answers, and communicate solutions back to the customer. Track open issues, proactively monitor, and communicate with customers to ensure satisfaction. Provide training and build internal documentation to assist team members in enhancing their skillset. Build automations to increase support team’s efficiency. Update and maintain training materials and documentation. Work with Application Support Manager to build reporting and improve support processes. Provide input to develop web-based content to assist both distributors and Johnstone Corporate team members such as Support FAQs, online customer status requests, reports, etc. Position requirements: Bachelor’s degree (B.A./B.S.) or equivalent from a four-year college or university, with preference given to a specialized degree Computer Science, Engineering, or related field; at least 2 years of experience in technical support or troubleshooting is preferred, but not required for this role; or equivalent combination of training and experience. Ability to train team members on new technologies and partner closely with support and engineering teams to resolve problems. Ability to provide technical support for web-based systems with minimal oversight. Ability to translate technical information for non-technical users. Ability to ask the right questions, understand the need, and identify solutions within an ecommerce environment. Expert understanding of APIs, REST, JSON, and troubleshooting web-based software. Understanding of SQL and ability to write basic queries. Knowledge of web technology, intermediate understanding of programming Strong analytical and problem-solving skills Johnstone Supply is strongly interested in hiring a great candidate that exhibits work behaviors & values that are conducive to building and maintaining a strong and effective company culture. These behaviors include: Safety: Always prioritizes safety, both at work and at home, while ensuring those who work for you work safely. Customer Focused: Take the perspective of those we serve, anticipate their needs, and responding quickly. One Team: We win together by collaborating with each other, focusing on the common goal, and leveraging the strengths of the team. Own It: Take the initiative, act with a sense of urgency and pride, do things right the first time, and always act with integrity. Innovate: Embrace and create change that drives continuous improvement and customer-valued solutions. Johnstone offers a competitive wage and benefits that include medical, dental, vision, life, LTD, 401(k) with company match, and PTO after 90 days. Our commitment to continuous improvement & investment in our people is only matched by our commitment to superior customer experience. If you are ready to take the next step in your career, apply now. Visit our website https://www.johnstonesupply.com/our-history for more information about our growing company. EOE & E-Verify Participating Employer.