Customer Support Representative - CS

Great new Career Opportunity in Long-Term Care Pharmacy!

Now Hiring - Customer Support Representative - [Enter Location]

The Customer Support Representative will be responsible for, but not limited to:

• Opening, updating, and resolving support tickets using PassPort Alert Management System (PPAMS), as well as triaging and resolution of support request made via phone and email.
• High volume technical inbound/outbound call center environment providing end user phone support in troubleshooting software and hardware problems, connectivity issues at an escalated pace.
• Real time monitoring of automated dispensing machine to ensure service is not interrupted.
• Utilize remote desktop software along with end user to resolve issues using documented solutions.
• Strict adherence to critical time escalation of service interruptions and unresolved issues with the automated dispensing machine.
• Serve as first line support and provide problem resolution to the customer.
• Utilize remote camera tools to perform routine monitoring and assistance in troubleshooting to the customer.
• Properly triage calls and determine routing based on the nature of the call.
• Efficiently and professionally maintain a high level of customer satisfaction and timely resolution to customer service issues.
• Initiate immediate escalation to customer regarding PassPort related failures. Escalation consists of 3 calls within 60 minutes.
• Enter service calls in tracking software, page service calls in tracking software and dispatch Service Technicians using BancTec, Burroughs, and Dispatch Direct software tools.
• Initiate escalation as appropriate to ensure management awareness and timely resolution of issues according to departmental policy and procedures.
• Make outbound calls to the customer to ensure PassPort process patient medication timely.
• Make outbound calls to the customer to clear lockouts and Totes every 2 hours until the issue is resolved.
• Mandatory to complete all Incoming and Outgoing Call Attached Data (CAD) initiated by the MIXIE phone system software.

Associate's Degree in a computer related field, Bachelor's preferred

• 3-5 years of related experience/training in a technical inbound/outbound call center environment
• Knowledge of DocuTrack, Framework, MXIE, Zultys, Microsoft Applications, Web Cameras, Remote-In tools (net Support), Citrix, printers and faxes
• Extensive phone support of end user with various operating systems and software
• Must have excellent communication skills, abiility to multi-task, and high attention to detail