International Hardware Support Engineer

Key Duties

Technical support :

• Respond promptly to incoming support tickets and phone calls.
• Triage support tickets are related to but not limited to basic level functionality and features within the pharmacy software.
• Provide clear and concise explanations of pharmacy and technical concepts to users of varying degrees of expertise.
• Troubleshoot, test, and document potential software bugs for Tier IV SME

Third-Party Claims Support

• Guide users on processing third-party claims, including insurance and Medicaid.
• Troubleshoot and resolve issues related to claim submissions and reimbursement

Product Knowledge

• Stay up to date on the latest features and functionality of the pharmacy software
• Continuously expand your knowledge of pharmacy workflow and best practices

Teamwork

• Collaborate effectively with other team members to provide comprehensive support.

Customer Service - Interanational Technical Support

• Exceed customer service expectations by being patient, empathetic, and professional.
• Build strong relationships with pharmacy customers
• Escalate issues appropriately to other support or technical staff to resolve customer needs.
• Document and maintain detailed records in our internal ticketing system of all interactions with customers

Education/Training

• Associate degree in computer science, business management or pharmacy technician program
• Or High school diploma or equivalent required with experience as a Pharmacy Technician or support technician in call center.

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 Companys 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.

Reachout : HR [phone removed]