Application Support Agent - Pace

Lahlouh’s business model is built on solving end to end supply chain problems not simply processing transactional print orders. Lahlouh is a partner that focuses on developing collaborative, comprehensive solutions that endeavor to meet all the communication needs of our clients’ dynamic and evolving marketplaces.

Lahlouh's mission is to provide the highest quality, most cost-effective business communications solutions available.

Core capabilities include:

• Sheet-fed offset print                                               • Fulfillment / Distribution logistics
• Dynamic digital print                                                • Packaging Design
• Mailing                                                                   • Marketing promotions
• Full service bindery and assembly                              • Promotions
• Online Solutions

Position:                    Application Support Agent - Pace
Reports to:                Business Applications Manager
FLSA Status:              Exempt
Department:             Operations
Location/Shift:         Remote / Day Shift
 

Essential Function:           The Application Support Agent - Pace is responsible for supporting Pace users by troubleshooting and resolving reported issues.

Experience:
 Minimum 3 to 5 years’ experience supporting ePS Pace in production environment.

Job Duties and General Expectations:

• Excellent eye for detail
• Highly motivated with a positive attitude and ability to work in a team environment
• Ability to multi-task
• Ability to follow written and oral instructions
• Communicate effectively with ERP end users
• Have a minimum knowledge of computers and ePS Pace
• Keep accurate and complete daily records for data collection
• Meet company and departmental standards, including: Customer Requirements, Compliance, Safety, Quality, etc.
• Follow Lahlouh ISO Quality Procedures and Work Instructions, and complete forms and checklists as necessary
• Follow Lahlouh policies outlined in the company handbook
• Work overtime and weekends, as business needs dictate
• Perform other duties as required
• Attend department and company meetings
• Assist in training new and temporary employees

Position Specific Skills & Competencies:

• Follow team leader instructions for Pace Support processes
• Ability to Triage new tickets and prioritize based on urgency and company impact
• Ability to Develop and implement solutions to reported issues
• Ability to present solutions to user(s) that initiated the ticket
• Ability to Create and follow up on ePS tickets as needed for issues that cannot be resolved in-house

Education:

• High school graduate/GED

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