[Hiring] Associate Specialist, Customer Support @ToolsGroup

Role Description

We are looking for a Associate Specialist, Customer Support to join our Global Customer Support team. This role is ideal for someone who enjoys solving problems, working directly with customers, and developing expertise in enterprise software solutions.

The successful candidate will play a key role in supporting customers, managing incoming support requests, troubleshooting issues, and ensuring a high-quality customer experience. This position offers a strong growth path toward more advanced technical and functional support responsibilities, including complex troubleshooting, root cause analysis, and collaboration with Product and Engineering teams.

Key Responsibilities

• Receive, triage, and manage customer support tickets.
• Perform initial troubleshooting and issue qualification.
• Collect relevant information and reproduce reported issues.
• Communicate effectively with customers and manage expectations throughout the support process.
• Escalate complex issues to specialized teams when necessary.
• Develop expertise in ToolsGroup solutions and supply chain planning concepts.
• Investigate and analyze customer-reported issues.
• Support root cause identification and resolution activities.
• Collaborate with Product, Engineering, and other internal teams to resolve customer challenges.
• Contribute to continuous improvement of support processes and knowledge sharing.

Qualifications

• 1-3 years of experience in technical support, software implementation, testing, consulting, or a similar IT-related role.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication abilities.
• Customer-focused mindset with a strong sense of ownership and accountability.
• Ability to quickly learn complex software products and business processes.
• Comfortable working in a fast-paced, collaborative environment.

Preferred Qualifications

• Degree in Computer Science, Engineering, Information Systems, Mathematics, Supply Chain, or a related field.
• Exposure to ERP, planning, logistics, supply chain, or enterprise software solutions.
• Basic SQL knowledge.
• Interest in data analysis, troubleshooting, and system investigation.
• Experience working with customer-facing enterprise applications.

What Success Looks Like

• Independently manage First Line Support responsibilities.
• Develop expertise in ToolsGroup Industry solutions.
• Build a foundational understanding of supply chain planning concepts.
• Demonstrate basic SQL proficiency.
• Understand core data flows and support batch error analysis.

What We're Looking For

• Curious and intellectually rigorous.
• Strong learning agility and willingness to grow.
• Structured and analytical thinker.
• Collaborative team player who enjoys sharing knowledge.
• Calm and effective under pressure.
• Passionate about delivering an exceptional customer experience.