Customer Support Representative - CS

Customer Support Representative

Great new career opportunity in long-term care pharmacy!

Now hiring - Customer Support Representative

Hours: 6am - 6pm

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

1. Opening, 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.
2. 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.
3. Real time monitoring of automated dispensing machine to ensure service is not interrupted.
4. Utilize remote desktop software along with end user to resolve issues using documented solutions.
5. Strict adherence to critical time escalation of service interruptions and unresolved issues with the automated dispensing machine.
6. Serve as first line support and provide problem resolution to the customer.
7. Utilize remote camera tools to perform routine monitoring and assistance in troubleshooting to the customer.
8. Properly triage calls and determine routing based on the nature of the call.
9. Efficiently and professionally maintain a high level of customer satisfaction and timely resolution to customer service issues.
10. Initiate immediate escalation to customer regarding PassPort related failures. Escalation consists of 3 calls within 60 minutes.
11. Enter service calls in tracking software, page service calls in tracking software and dispatch Service Technicians using BancTec, Burroughs, and Dispatch Direct software tools.
12. Initiate escalation as appropriate to ensure management awareness and timely resolution of issues according to departmental policy and procedures.
13. Make outbound calls to the customer to ensure PassPort process patient medication timely.
14. Make outbound calls to the customer to clear lockouts and Totes every 2 hours until the issue is resolved.
15. Mandatory to complete all Incoming and Outgoing Call Attached Data (CAD) initiated by the MIXIE phone system software.

Education:

Diploma/GED/Some college

Professional Experience:

• 3-5 years of related experience/training in a technical inbound/outbound call center environment
• Knowledge of DocuTrack, Framework, 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, ability to multi-task, and high attention to detail