Hardware Support

Hardware Support

The Hardware Support employee will provide our customers with in-depth troubleshooting and hardware support. You need to be willing to learn and adapt to new concepts, provide exceptional customer services, and support a variety of applications and hardware.

Key Duties :

• Responding to help desk tickets and phone calls from pharmacies in a timely manner.
• Troubleshooting and resolving technical issues related to printers, computers, interfaces, and networking equipment used in the pharmacy.
• Consulting with pharmacy staff to optimize their technology setup and make recommendations for improvements.
• Providing training to pharmacy staff on how to use various software applications and hardware devices.
• Documenting technical support activities and maintaining detailed records of all interactions with pharmacies.
• Providing superior customer service and ensuring a positive experience for all pharmacy staff who interact with the technical support team.
• Collaborating with other technical support team members to resolve complex issues and ensure continuity of service.
• Identifying recurring technical issues and reporting / working to develop permanent solutions to prevent them from happening in the future.
• Participating in regular meetings and training sessions to stay up to date on technical support best practices and industry trends.

Education / Training :

Minimum of a High school diploma or equivalent required 2+ years of experience in IT systems and installation / application support. 1+ year of experience in a remote IT Help Desk environment.

Required Work Experience / Skills :

Strong technical knowledge of computers, printers, and networking equipment commonly used in small businesses. Previous experience providing technical support in a customer-facing role, healthcare or pharmacy setting a plus. Knowledge of security best practices related to protecting sensitive healthcare data. Excellent communication and interpersonal skills to effectively communicate technical information to non-technical users and build positive relationships with pharmacy staff. Ability to work independently and prioritize tasks in a fast-paced, dynamic environment. A commitment to providing exceptional customer service and ensuring a positive experience for all pharmacy staff who interact with the technical support team. Ability to learn quickly and stay up to date on new technologies and products relevant to pharmacy operations.

Preferred Work Experience / Skills :

Excellent phone communication skills, including a professional and confident speaking tone. Ability to efficiently manage time and multi-task.

Discretionary Judgment :

Uses independent judgment and discretion based upon the employee's experience in the position and knowledge of the products, equipment, and services. Uses good judgement and possesses ethical work values.

Physical Demands, Working Conditions, and General Employment Guidelines :

Low-Moderate levels of stress may be experienced in the performance of the job. Position is performed in a general office environment, home office, or approved remote workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending, and lifting to 25 lbs. Daily use of the Microsoft Teams (phone), computer, and other routine office equipment Must have reliable high-speed internet access. Little responsibility for the safety of others. Job is performed in an office setting where there are no hazardous materials or equipment. Position is performed in an open office environment or approved remote work location.

Work Location :

RedSail Technologies Office Spartanburg, SC - Onsite and Shreveport, LA -Onsite