Customer Support Representative - CS

divh2Customer Support Representative/h2pGreat new career opportunity in long-term care pharmacy!/ppNow hiring - Customer Support Representative/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/ul/div