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Tier I Technical Support Specialist

3 months ago

Phoenix, United States CUBEX LLC Full time

CUBEX® is a global provider of healthcare products and services that help animal health practices measurably reduce the total cost of ownership associated with pharmacy and supplies. We develop market-leading technologies that provide secure access to controlled substances, high-value products, and other medications. We are a private, family-owned and operated company that values its team members and is looking to hire the best of the best. CUBEX LLC takes pride in the family-oriented workplace it has created by celebrating monthly birthdays and regular holiday parties and hosting a charity outreach program that makes it a fun and wholesome workplace.
Position Title: Tier 1 
Department: Customer Support
Reports to: Customer Support Manager
Overall responsibility:
Work with a fun and exciting team managing client software and resolving hardware issues This is an entry-level position with an opportunity for growth within the company. As a Tier 1, you will be the first welcoming voice the client will hear and the first level of support. Your responsibility is to accept inbound contacts from doctors, nurses, and other healthcare individuals. As you are being trained in Tier 1 responsibilities, you will handle contacts as specified by your skill level and escalate as needed to other tier specialists. Additional responsibilities include resolving technical product and/or service problems, actively participating in queues, managing daily callbacks, manage case activity in Purecloud and Salesforce.
Key Areas of Responsibilities to Include but are not limited to:

  • Wow, our clients with every interaction
  • Answer incoming calls in a professional and friendly manner.
  • Document all necessary ticket information.
  • Actively update, maintain, and monitor incoming chats and emails.
  • Assist team members with callbacks in gathering needed information for tickets.
  • Train clients on the software and cloud website.
  • You will ensure prompt responses and escalation while actively navigating internal departments for a seamless resolution.
  • You will ensure client requests are completed within the required time frames.
  • Recognize complicated conversations and demonstrate positive language to resolve client needs.
  • Manage cases and ensure they are escalated or completed.
  • Complete all additional duties assigned by the Technical Support Supervisor.

Requirements:

  • Technical:
    • Able to communicate effectively with technical and non-technical personnel.
    • Ability to think logically and creatively.
    • Excellent problem-solving and analytical skills.
    • Proficient in Internet-related applications with a strong technical aptitude and ability.
    • Experience using a computer in a work setting is required.
    • Intermediate knowledge of Microsoft Office Suite Products is required.
    • Experience with proprietary software is a plus.
    • Data interpretation, manipulation, management in Excel a plus.
  • Skills:
  • Outstanding customer service skills.
  • Exceptional written and non-verbal communication skills.
  • Excellent organizational skills.
  • Ability to thrive in a fast-paced environment.
  • Exceptional attention to detail.
  • Time-management skills.
  • Ability to listen effectively, empathize, and reassure clients their issues will be resolved.
  • Promotes and embraces positive client interactions as well as personal, team, and company improvement.
  • Adept at anticipating and adapting to changing job needs with exceptional results.

Education/Licenses/Certifications Required:

  • High School Diploma required.
  • Customer service experience.
  • SQL Experience is a plus. 
  • Knowledge of the Veterinary field is a plus.

Employee Classification:

  • Full-Time 
  • Ability to work a flexible shift, which may include rotating weekend shift.
  • Strong Work ethic and initiative to grow with a fantastic company. 

Benefits: 

  • Health
  • Dental 
  • Vision 
  • Life
  • 401K 

Location:

  • Phoenix, AZ