Customer Service Representative

PharMerica Service Desk Support

To serve as the initial point of contact for PharMerica IT's End Users. Provides support on a variety of issues by responding to telephone calls, email, self-service tickets and associate requests for first tier PC, server, mainframe applications, or hardware related technical support. Monday-Friday 10 : 30am-6 : 00pm

Responsibilities

Provide front line support for all PC desktop technology and host computer systems.

Serve customers / callers with timely, friendly and quality support. Offer personal computer troubleshooting and defined resolution support. Prioritize and analyze customer's requests.

Works with PharMerica Employees and External Customers by answering phone calls, emails and self-service tickets routed in a queue system in a timely manner.

Ensure compliance with Service Level Agreements established by management.

Assign help desk cases to the appropriate support group as defined in the IT Service Level Agreement escalation procedures.

Follow up with support staff and with customer to ensure timely and satisfactory issue resolution.

Log and track all calls, emails or faxes using the Help Desk automated software management tool therefore maintaining historical reports on individuals and issues. Maintain the integrity of the data within the Service Management tool by accurately documenting all support efforts within the tickets. Tickets are required to be documented real time with accurate categorization, prioritization, spelling and grammar.

Communicate System Problems / Downtime to team members in a timely manner.

Maintain compliance with Help Desk work instructions, processes and procedures.

Adhere to the Help Desk Attendance Policy to ensure proper coverage for end user support.

The Service Desk Supports : Corporate PharMerica Employees, Pharmacy Employees, Home / Hospital Employees.

Performs other tasks as assigned.

Conducts job responsibilities in accordance with the standards set out in the Company's Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and / or ability required. Each essential function is required, although reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

Education / Learning Experience

Required : HS Diploma or GED; Technical School

Desired : Associate degree or equivalent experience

Work Experience

Required : 2 years customer service experience, 2 years technical problem-solving skills

Desired : Working knowledge of ITIL & Service Desk / Call tracking software, leadership experience

Skills / Knowledge

Required : Service and Operational Level Agreement understanding (SLA and OLA)

Desired : Service Desk Call Tracking and Reporting

Licenses / Certifications

Desired : A+ Certification, MCSE certification, HDI Certified Help Desk Agent Certification

Behavior Competencies

Required : Customer Service Orientation. Excellent communication skills. Proven troubleshooting and problem solving

Desired : Self-motivated for continuous leaning and personal growth to advance to Level II and III positions

Job Grade Competencies & Behaviors

Manager On Duty Rotation

Critical Ticket Ownership

Knowledge Base Contributions

Customer Communications

Mentoring & Knowledge Transfer

Provides Level I Guidance

About our Line of Business PharMerica, an affiliate of BrightSpring Health Services, is a full-service pharmacy solution providing value beyond medication. PharMerica is the long-term care pharmacy services provider of choice for senior living communities, skilled nursing facilities, public health organizations, and post-acute care organizations. PharMerica is one of the nation's largest pharmacy companies, offering unmatched company culture, employee development, and advancement opportunities.

Salary Range USD $18.00 - $18.75 / Hour

ALERT : We are aware of a scam whereby imposters are posing as employees from our company. Beware of anyone requesting financial or personal information. We take pride in creating a best-in-class candidate experience. During the recruitment process, no recruiter or employee will request financial or personal information from you via text or email. If you are suspicious of a job posting or job-related email mentioning our company, please contact us at TalentAcquisition@brightspringhealth.com. Click here for additional FAQ information.