Customer Support Specialist

1 day ago

Chula Vista, California, United States ITW Full time
Job Description

RxSafe LLC is a rapidly growing medical robotics device company located in Vista, CA. Our cutting-edge pharmacy automation systems include robotic compliance packaging and inventory control storage and retrieval devices for pharmacies. We are seeking a highly motivated and experienced Customer Support Specialist to join our team.

Key Responsibilities:

  • Respond to customer support requests for assistance via phone, email, chat, and portal tickets using remote control tools.
  • Provide first-level contact and problem resolution for all users with hardware, software, and application problems.
  • Analyze and solve complex problems using advanced troubleshooting skills.
  • Gather data, create, compose, and edit written materials, KB articles, and reports.
  • Work independently and as part of a team to meet tight project deadlines.
  • Communicate effectively with customers, internal teams, and external service and engineering personnel.
  • Document problems, notes, and resolutions for all incidents in the ticketing system.
  • Maintain inventory of all equipment, software, and software licenses in the field.
  • Escalate problems as appropriate.
  • Utilize world-class customer service skills.
  • Participate in the on-call rotation to cover extended hours.

Requirements:

  • 3+ years of experience in pharmacy/healthcare, preferably in a retail setting.
  • 3+ years of prior contact center/call center experience.
  • 3+ years of solid experience troubleshooting Microsoft Windows 7 and 10 operating systems.
  • Experience working with pharmacy automation equipment and robotics hardware is preferred.
  • Strong hardware and software experience.
  • Experience using service management (ticketing) systems, preferably ZenDesk.

What We Offer:

  • An environment where ideas are heard and innovation is encouraged.
  • Personal and professional growth and development opportunities.
  • An extensive benefits package with a generous employer contribution.
  • Paid holidays and flexible paid time off.
  • Executive commitment to education, growth, and development.

RxSafe is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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