Customer Support Representative - CS

divh2Customer Support Representative/h2pGreat new career opportunity in long-term care pharmacy!/ppNow hiring for a Customer Support Representative in Houston, Texas./ppHours: 6am - 6pm/ppThe Customer Support Representative will be responsible for, but not limited to:/polliOpening, updating, and resolving support tickets using PassPort Alert Management System (PPAMS), as well as triaging and resolution of support requests made via phone and email./liliHigh volume technical inbound/outbound call center environment providing end user phone support in troubleshooting software and hardware problems, connectivity issues at an escalated pace./liliReal time monitoring of automated dispensing machine to ensure service is not interrupted./liliUtilize remote desktop software along with end user to resolve issues using documented solutions./liliStrict adherence to critical time escalation of service interruptions and unresolved issues with the automated dispensing machine./liliServe as first line support and provide problem resolution to the customer./liliUtilize remote camera tools to perform routine monitoring and assistance in troubleshooting to the customer./liliProperly triage calls and determine routing based on the nature of the call./liliEfficiently and professionally maintain a high level of customer satisfaction and timely resolution to customer service issues./liliInitiate immediate escalation to customer regarding PassPort related failures. Escalation consists of 3 calls within 60 minutes./liliEnter service calls in tracking software, page service calls in tracking software and dispatch Service Technicians using BancTec, Burroughs, and Dispatch Direct software tools./liliInitiate escalation as appropriate to ensure management awareness and timely resolution of issues according to departmental policy and procedures./liliMake outbound calls to the customer to ensure PassPort process patient medication timely./liliMake outbound calls to the customer to clear lockouts and Totes every 2 hours until the issue is resolved./liliMandatory to complete all Incoming and Outgoing Call Attached Data (CAD) initiated by the MIXIE phone system software./li/olpEducation:/ppDiploma/GED/Some college/ppProfessional Experience:/pulli3-5 years of related experience/training in a technical inbound/outbound call center environment/liliKnowledge of DocuTrack, Framework, Microsoft Applications, Web Cameras, Remote-In tools (net Support), Citrix, printers and faxes/liliExtensive phone support of end user with various operating systems and software/liliMust have excellent communication skills, ability to multi-task, and high attention to detail/li/ulh2About Us/h2pPartners Pharmacy - Our mission is to define excellence within the health care community. We are dedicated to inspiring people to live better lives through innovative health and wellness programs, products and services. We treat residents, their families and each other with respect, dignity and compassion. Through a collaborative and consultative approach, we strive to provide a framework of strength and stability for our patients, families and associates. We work to maintain the highest standards of care and service for our patients, families and valued employees./ppWe are proud to offer:/pulliCompetitive salaries/liliComprehensive healthcare benefits/lili401(k) retirement plan/liliPaid time off/liliOpportunities to advance and grow your career/liliAnd more!/li/ulpIf working with people who are dedicated, compassionate, and concerned about their patients is essential to you, then youll appreciate being a part of our team. Weve built a strong reputation on the outstanding level of care that we provide./ppPartners Pharmacy is an Equal Opportunity Employer/ppEEO/AA/M/F/DV/ph2Job Info/h2ulliJob Identification 20225751/liliJob Category Center/liliLocations 2040 West Sam Houston Pkwy North, Houston, TX, 77043, US/liliPosition Type Full-Time (30+ hours/week) PA, MI, Partners, Ascend/liliYears of Experience 3 years minimum/li/ul/div