What are the responsibilities and job description for the Implementation Specialist position at Micro Merchant Systems?

Micro Merchant Systems (MMS) is seeking a Pharmacy Support Installation & Implementation Lead to provide technical training and support of our products and services for our growing customer base of Independent, Long-Term Care, Specialty, Mail Order, Regional & National Chain, Hospital & Health System pharmacy customers throughout the U.S, and beyond. In this role, you provide technical support for hardware and network related issues associated with our line of pharmacy management software, services, APP, API Interface, and training offerings for our PrimeRxTM Pharmacy Management System customers through engagement via phone, email, chat, web meeting and other customer communication mechanisms.

PrimeRx™ is the engine that powers thousands of pharmacy operations and we are looking for talented people to join our Installation and Implementation Team to deliver best-in-class customer service and technical support for our customers and their patients.

Mission : Is to provide our customers with innovative Pharmacy Management Solutions that meet their unique needs. Our company motto, "Software without Limits," is a testament to our commitment to continuous improvement and innovation.

Vision : Is to lead the Pharmacy Management Software industry with innovative solutions that allow pharmacies to better serve their patients, with the highest levels of efficiency and functionality.

Values : Innovation, Reliability & Customer Service

Principal Responsibilities

Demonstrate strong communication skills (written and verbal) thru the delivery of internal and external email, chat, web meeting and verbal interactions with clients, colleagues, and vendors for effectively manage installation projects, handle project escalations, develop team schedules and assist in the successful onboarding.
Proactively engage clients to address customer inquiries with timely and effective solutions and exceptional customer satisfaction while maintaining effective KPIs and SLAs.
Become proficient in the resolution of routine pharmacy customer inquiries for hardware / network settings and functionality questions on our line or Prime branded pharmacy management products, services, APPs, APIs and Interfaces.
Execute effective Root Cause Analysis escalations in collaboration with Manager as required to ensure effective ticket resolution and customer satisfaction for all hardware / software / network related issues.
Diagnose and troubleshoot hardware problems and help our customers install applications and programs and provide basic support for password resets, printer configurations, break / fix instructions, resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.
Assists with repair, configuration, installation and troubleshooting of issues related to hardware performance on servers, scan & network equipment
Possess self-driven initiative for continues learning to build knowledge on all hardware associated with the company's products, services, organizational and industry changes.
Participate in periodic team huddles and training with Managers Team Members and others to learn new products and services to better serve our customers.
Maintain frequent communication to offer encouragement, amend tasks, and provide updates

Job Requirements

Pharmacy technician with either certification or relevant experience in pharmacy is a must

Some experience supporting information technology systems including hardware, software, technical research, Information Technology System Management, and customer service in a Call Center environment is highly desired.

3 to 5 years of experience in hardware installation and troubleshooting in a Call Center environment preferred.

Able to follow strict installation processes and procedures

Ability to consistently lift, carry, push, pulls items as much as 50lbs

Experience in repair / replacement of computer components and hardware

Strong attention to detail

Ability to gather data to troubleshoot and resolve issues

Position requires good interpersonal skills; the ability to interact effectively with clients, vendors, management, co-workers, etc., to promote a cooperate environment.

Must be self-motivated, able to multi-task, comfortable working independently or under general direction only, with the ability to work within tight deadlines.

Experience working with / supporting pharmacy management software highly preferred

Possess a strong understanding and working knowledge of various Windows based platforms

Possess basic knowledge of Networking including but not limited to, configuration and sharing of network resources (printers, workstations, routers, blue-tooth devices, and / or all computer networkable related devices)

Must be able to participate in rotation coverage of weekend (periodically).

Work will be performed within company office or onsite at Pharmacies.

Sufficient mobility to move between work locations and the ability to move, arrange, and relocate heavy equipment is required.

60% of travel to various work sites, meeting locations, and some field work is required

Education

Associate or bachelor's degree in Technology / Information Services or a closely related field preferred.

Certifications like CompTIA A or Network or Cisco Certified Technician or equivalent preferred

Pharmacy Technician experience preferred

Benefits

Snacks and Drinks - HQ

Medical Insurance

Dental Insurance

Vision Insurance

401k company match

HSA / FSA / Commuter

Paid STD / Life

Employee discount program

Employee assistance program

Spring Health - mental well-being program

The salary for this position may vary depending on the candidate's location due to regional cost of living differences. Final compensation will be determined based on the candidate's skills, experience, and educational background. As such, the salary range is subject to adjustment to align with market conditions and company policies.

About PrimeRx

PrimeRx, developed by Micro Merchant Systems, is the premier pharmacy management software solution for pharmacies of every size. PrimeRx is an award-winning, all-encompassing solution that automates core functions, streamlines workflows, and empowers pharmacies to provide exceptional patient care. With its intuitive, adaptable interface, pharmacies can customize their experience, placing patients at the forefront. PrimeRx is trusted by thousands of pharmacies nationwide and was recently acknowledged for innovation by the American Business Awards. PrimeRx is the catalyst for transforming your pharmacy and enhancing patient care.

Explore its potential at primerx.io

Our hiring process is in compliance with applicable law. All persons hired are required to verify identity and work eligibility and complete employment eligibility verification.

We do not accept unsolicited headhunter and agency resumes. We will not pay fees to any third-party agency or Company that does not have a signed agreement with PrimeRx. PrimeRx is an equal-opportunity employer.

We eagerly seek applicants of diverse backgrounds and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

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