Sales Systems Analyst at Yancey Bros. Co CAT
Austell, GA
About the Job
Who We Are:
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 Sales System Analyst, 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 StructureCompetitive Pay
Individual Bonus Opportunities Available
Technician Tool Allowance
401k Plan Strong Company Match
Employee Profit Sharing
Financial Wellness Coaching
Employee Wellness ProgramMedical, Vision, Dental Insurance
Prescription Drug Coverage
Flexible Spending Accounts
Short & Long Term Disability
Group Life Insurance
Personal Time OffPaid Holidays
Paid Sick Leave
Career DevelopmentTuition Reimbursement
Ongoing Training
Advancement Opportunities
Education
Required
High School
Preferred
Bachelors
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 Sales System Analyst, 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 StructureCompetitive Pay
Individual Bonus Opportunities Available
Technician Tool Allowance
401k Plan Strong Company Match
Employee Profit Sharing
Financial Wellness Coaching
Employee Wellness ProgramMedical, Vision, Dental Insurance
Prescription Drug Coverage
Flexible Spending Accounts
Short & Long Term Disability
Group Life Insurance
Personal Time OffPaid Holidays
Paid Sick Leave
Career DevelopmentTuition Reimbursement
Ongoing Training
Advancement Opportunities
Education
Required
High School
Preferred
Bachelors