The Company is looking to resolve customer issues regarding its products, equipment, and services in a timely and effective manner, with a focus on positive interaction with customers and timely resolution of issues.
Requirements
- Working knowledge of Microsoft Office Suite of Products.
- Daily use of the Microsoft Teams (phone), computer, printer, and other routine office equipment
- Must have internet access, which may be reimbursed by the Company according to the policy
- Previous call center experience with supporting Pharmacy Management Software
- Experience working as a Pharmacy Technician or other role
- Strong analytical and problem-solving skills, including the ability to think creatively (outside of the box), to identify and resolve customer issues relating to the Company’s products, equipment, and services quickly and effectively.
- Ability to use prior case history to determine the next step.
Responsibilities
- Responds daily to incoming customer questions and emails relating to issues or questions about the Company’s various software and hardware products or other services by identifying and resolving the issue(s).
- Provide user support on company-supported applications and platforms.
- Independently resolve software issues and enjoy boosting customers’ satisfaction with Company.
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software.
- Document and maintain detailed records in our internal ticketing system of all interactions with customers.
- Collaborates on more complex issues, as necessary, with other Account Managers, Account Manager Leads, Support Manager, or different departments (i.e. Development), as appropriate, to respond to or resolve the issue.
- Uses independent judgment and discretion based upon the employee’s experience in the position and knowledge of the products, equipment, and services.
Other
- Strong oral and written communication skills
- Strong interpersonal, active listening, de-escalations, and empathic skills needed to
- High level of professionalism and strong personal interaction skills.
- Ability to work as part of a team and collaborate effectively with coworkers.
- Possess flexibility in scheduling to allow for occasional after-hours work and including a rotating weekend shift.
