What are the responsibilities and job description for the Software Support Tier I position at RedSail Technologies?
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
Associate degree in computer science, business management or related field preferred
Or High school diploma or equivalent required with experience as a Pharmacy Technician or support technician in call center.
Required Work Experience / Skills
Strong oral and written communication skills
Strong interpersonal, active listening, de-escalations, and empathic skills needed to
Strong analytical and problem-solving skills, including the ability to think creatively (outside of the box), to identify and resolve customer issues relating to the Company's products, equipment, and services quickly and effectively.
Ability to work as part of a team and collaborate effectively with coworkers.
Working knowledge of Microsoft Office Suite of Products.
When applicable, the ability to use prior case history to determine the next step.
Write clear, concise, and factual notes to the customer file regarding customer conversations or contact.
Self-motivated to become more knowledgeable about the Company's products and services, as well as the pharmaceutical industry.
Proven ability to balance, prioritize and organize multiple tasks.
Possess flexibility in scheduling to allow for occasional after-hours work and including a rotating weekend shift.
Ability to prioritize and complete all work tasks with minimal supervision.
High level of professionalism and strong personal interaction skills.
Preferred Work Experience / Skills
Previous call center experience with supporting Pharmacy Management Software
Preferred but not required, experience working as a Pharmacy Technician or other role
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
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, but is not limited to, sitting, standing, reaching, kneeling, bending.
Equipment
Daily use of the Microsoft Teams (phone), computer, printer, and other routine office equipment
Must have internet access, which may be reimbursed by the Company according to the policy
Safety to Self and Others
Little responsibility for the safety of others. 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.
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