What are the responsibilities and job description for the Accounting Support Tier I - Customer Support position at RedSail Technologies?
Accounting Support – Tier I
Job Summary
The Accounting Support – Tier I role will assist pharmacies in skillfully operating their PioneerRx software, focusing on internal teamwork to benefit both the company and our customers. Working in a call center environment, you will handle support tickets efficiently, provide guidance on day-to-day accounting operations and assist with basic functionality and accounting features within the PioneerRx Pharmacy Software. As a vital member of the Support team, you will serve as an invaluable resource for both pharmacies and PioneerRx. This is a full-time position available Monday through Friday offering shifts that range between the hours 8:00 AM and 6:00 PM CST, with potential opportunities for after-hours coverage, including possible weekend shift rotations.
Key Duties
- Provide support for Tier I workbook activities.
- Triage support tickets related to, but not limited to basic level accounting functionality and features within PioneerRx Pharmacy Software.
- Manage incoming customer support tickets effectively and in a timely manner
- Independently resolve software issues and enjoy boosting customers’ satisfaction with PioneerRx, one phone call at a time
- Manage customer relationships with professionalism and devotion
- Document and maintain detailed records in our internal ticketing system of all interactions with customers
- Troubleshoot, test, and document potential programming bugs for QA
- Collaborate/escalate more complex issues, as necessary, with other Support Staff, Accounting Leads, Support Manager, or different departments (i.e., Development), as appropriate, to respond to or resolve the issue
Education/Training
- High school diploma or equivalent required.
- Associates, BA, or BS in Accounting or related field, or equivalent years of experience is beneficial for this position.
Required Work Experience/Skills
- Excellent oral and written communication, interpersonal, and active listening skills, with the ability to write clear, concise, and factual notes on customer interactions.
- Strong analytical and creative problem-solving skills to quickly resolve customer issues, with the ability to leverage prior case history when determining next steps
- Ability to work collaboratively within a team and independently prioritize and complete tasks with minimal supervision.
- Self-motivated to become more knowledgeable about the Company’s products and services, as well as the pharmaceutical industry.
- High level of professionalism and strong personal interaction skill
- Working knowledge of Microsoft Office Suite of Products.
Preferred Work Experience/Skills
- Expert understanding of phone communication skills, including a professional and confident speaking tone.
- Expert understanding of how to efficiently manage time and multi-task
- Advanced knowledge with troubleshooting and problem solving
- Knowledge of finance law, GAAP, standards, laws, and regulations
- Working knowledge of detailed financial analysis
- Proven experience streamlining accounting processes
- Understanding of banking processes
Discretionary Judgment
- Uses independent judgment and discretion based upon the employee’s experience in the position.
- Uses good judgment and possesses ethical work values
Physical Demands, Working Conditions, and General Employment Guidelines
- Moderate to high 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 sitting, standing, reaching, kneeling, bending.
Equipment
- Daily use of the Microsoft Teams (phone), computer, printer, and other routine office equipment
- Internet access is required. For in-office employees, the company provides internet access.
- For those approved for remote work, the employee is responsible for ensuring their own internet access and minimum specification requirements.
Safety to Self and Others
- Little responsibility for the safety of others. The job is performed in an office setting where there are no hazardous materials or equipment.
Working Conditions/Hazards
- Position is performed in an open office environment or approved remote work location
Work Location
- Shreveport, LA
