Digital Support Desk Representative

About the role

As a Digital Support Desk Representative, you'll be a front-line digital support resource for customers and internal associates. You'll troubleshoot access and usability issues across our eCommerce and ERP-connected tools, manage user permissions, and help remove friction from ordering and account workflows-so our teams and customers can work faster and with confidence.

Responsibilities

• Serve as the primary contact for the Digital Support Desk, supporting customers and associates via phone and email during business hours
• Diagnose and resolve issues related to website/mobile access, password resets, registrations, user profiles, and quote/order questions
• Create and maintain customer user profiles, including role/permission (securable) management, store/account settings, job accounts, and shipping configurations
• Support digital tool setup and usage (e.g., Digital Job Center, quote requests, Export Lists, multi-account configurations)
• Provide support for additional digital solutions and integrations (e.g., eLink, Eclipse triggers, Track & Trace notifications)
• Investigate and resolve alerts/errors tied to digital integrations and automation
• Assist with label creation, scan search processes, file downloads, and other digital assets used by customers and internal teams
• Track and manage support incidents accurately, follow documented SOPs, and identify opportunities to improve workflows and reduce repeat issues
• Partner with Digital Operations, Digital Sales, Outside Sales, and Inside/Counter Sales to ensure timely follow-up and resolution

Requirements

• Customer-first mindset with strong problem-solving and follow-through
• Comfortable working across multiple systems and learning new tools quickly
• Ability to troubleshoot and explain solutions clearly to customers and internal partners
• Strong attention to detail when managing permissions, profiles, and account settings
• Strong written and verbal communication skills
• Able to prioritize and collaborate effectively while managing an individual queue of requests
• Experience supporting eCommerce platforms, ERP systems, and/or customer portals
• Familiarity with role-based access, user permissions, and system integrations
• Experience in a support desk, operations, sales support, or digital enablement role
• Exposure to electrical distribution, construction, or B2B environments
• Why this role matters
• Support high-volume digital interactions by resolving issues quickly and consistently
• Reduce friction in customer ordering, account access, and profile management
• Enable Sales and Operations teams by removing digital blockers and reducing manual work
• Help drive adoption of Capital Electric's digital tools and standard workflows
• Salary: $20-30 / hourly
• What We Offer You
• We offer great family-friendly benefits to full-time associates:
• Healthcare plans
• Dental & vision
• Paid time off
• Paid parental leave
• 401(k) retirement savings with company match
• Professional and personal development programs
• Opportunity to become a shareholder
• Employer-paid short- and long-term disability
• Employer-paid life insurance for spouse and dependents
• Robust wellness program
• Gym reimbursement
• Employee Assistance Program (EAP)
• We're proud to be a military-friendly company, and our many employee resource groups (ERGs) help you make connections and feel supported.
• Learn More About Us
• Get to know us on YouTube, LinkedIn, Facebook and Instagram and learn how we're "Powering Progress for Future Generations." LinkedIn: https://www.linkedin.com/company/capitalelectric/
• Facebook: https://www.facebook.com/CapitalElecSply/
• Learn more at https://www.capitalelectricsupply.com/about
• Capital Electric is part of the Sonepar family of brands: https://www.soneparusa.com/us-en/about-us

Additional Information

There's a Place for You at Capital A career at Capital Electric is more than a job. You're investing in a brighter, more sustainable future together and joining a team that makes a real difference for our customers. Capital Electric offers electrical products and services to contractors. If it helps bring electricity to an office, home, factory or other building - you can find it here. We operate in Maryland, Virginia, Pennsylvania, West Virginia, North Carolina, South Carolina and Georgia, and are part of the Sonepar group, the world's #1 electrical distributor with over 45,000 associates around the globe. Being "Powered by Difference" means we respect and value diverse perspectives. Within Capital Electric, we offer a supportive culture and great benefits, and as part of the larger Sonepar group, we can offer exciting opportunities to grow your career. Digital Support Desk Representative

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Sonepar USA Inc? Share your experience