Customer Support Specialist

Job Description

Job Description

Company Background

ConsortiEXTM is a health care technology firm, located in Milwaukee, that provides highly innovative IT systems and services for pharmacy to manage the ordering, distribution, and tracking of pharmaceuticals for hospitals and affiliated networks from Pedigree to Patient®.

Job Summary

The Customer Support Specialist is responsible for providing basic technical support and assistance to users via e-mail, and phone as part of the Support Team. Addresses and responds to customer inquiries on products and services, including operational functions, troubleshooting, and maintenance. Customer Support Specialist helps define and improve customer service workflows and processes, provides basic analytics of customer service performance, and documents support interactions, including details of inquiries, complaints, comments, and actions taken. This is a full-time position working in our Milwaukee, Wisconsin office.

Responsibilities will include:

• Maintaining a basic understanding of the organization's products and services

• Escalating more complex inquiries to higher-level support team members or other teams

• Identifying, investigating, and resolving technical issues cross functionally

• Responding to customer queries in a timely and accurate way, via email or phone (including on call)

• Identifying customer needs and helping customers use specific features

• Analyzing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)

• Providing updates to customers throughout the investigation and after issue resolution

• Developing standard work processes and procedures to improve data management and analytics

• Analyzing support workflows and making suggestions to improve efficiency and effectiveness

• Developing and maintaining standard operating procedures for common situations.

• Collecting and analyzing customer support performance and delivery data

• Performing other assigned duties or special projects as required

Requirements:

• Associate’s degree plus 2 years’ relevant experience, or equivalent combination of education and experience

• Organized and attentive to detail

• Experience with MS Office suite

• Excellent communication skills and professional and friendly customer service

• Ability to manage multiple projects and priorities simultaneously

• Ability to work effectively with business and technical personnel to drive issue resolution

• Ability to identify and implement business process improvements

• Strong reporting, analytical, technical, and problem-solving skills

• Pharmacy technician experience is a plus, but not required

• Knowledge of Atlassian products including but not limited to JIRA and Confluence is a plus

• Knowledge of EDI (Electronic Data Interchange) and EPCIS (Electronic Product Code Information Services) is a plus

\nCompany Description

ConsortiEX is the trusted Drug Quality and Security Act (DQSA) compliance partner for more than 1,000 hospitals. ConsortiEX services are designed to overcome the challenges of the DQSA compliance, allowing providers to focus entirely on serving their patients and their communities.

ConsortiEX DSCSA Compliance as a Service shifts the burden of compliance away from dispensers. Our comprehensive data collection and product traceability services minimizes the FTE time required for compliance. Compliance prevents counterfeit, contaminated, stolen or otherwise harmful drugs from entering the supply chain.

ConsortiEX Assure-Trak® IV Workflow Management ensures patient safety and compliance while driving efficiencies. Our solution fulfills the unique compounding requirements of hospitals, outpatient infusion centers, and the health system's internal central-fill facility. Assure-Trak® IV Workflow Management provides guided patient-specific and anticipatory batch workflows, with configurable safety checks, to support documentation and reporting requirements.

Company Description

ConsortiEX is the trusted Drug Quality and Security Act (DQSA) compliance partner for more than 1,000 hospitals. ConsortiEX services are designed to overcome the challenges of the DQSA compliance, allowing providers to focus entirely on serving their patients and their communities.\r\n\r\nConsortiEX DSCSA Compliance as a Service shifts the burden of compliance away from dispensers. Our comprehensive data collection and product traceability services minimizes the FTE time required for compliance. Compliance prevents counterfeit, contaminated, stolen or otherwise harmful drugs from entering the supply chain.\r\n\r\nConsortiEX Assure-Trak® IV Workflow Management ensures patient safety and compliance while driving efficiencies. Our solution fulfills the unique compounding requirements of hospitals, outpatient infusion centers, and the health system's internal central-fill facility. Assure-Trak® IV Workflow Management provides guided patient-specific and anticipatory batch workflows, with configurable safety checks, to support documentation and reporting requirements.