Software Support Tier I

Job Summary

The Software Support Tier I serves as the Company’s first point of contact for incoming customer calls regarding the Company’s products, equipment and services. Positive interaction with customers and timely resolution of issues are critical components of the position. The Software Support Technician I must be an active listener who can calmly handle emotional customers and de-escalate conflicts since many issues arise because a pharmacy (our customer) is attempting to resolve an issue for the pharmacy’s customer who is standing in front of them.

Key Duties

• 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.

Education / Training

Required Work Experience / Skills

Preferred Work Experience / Skills

Discretionary Judgment

Physical Demands, Working Conditions, and General Employment Guidelines

Equipment

Safety to Self and Others

Working Conditions / Hazards

Available Shifts

Work Location

Equal Opportunity Employer

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