Customer Support Specialist

1 week ago

Chula Vista, California, United States ITW Full time
Job Title: Customer & Technical Support Specialist

Company 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. Please visit our website for more information about our company and our products.

Job Description

This position will support our customers and perform troubleshooting and root cause analysis of our pharmacy automation products.

Key Responsibilities:

  • Responds to customer support requests for assistance via phone, email, chat, and portal tickets using remote control tools.
  • Provides first-level contact and problem resolution for all users with hardware, software, and application problems.
  • Ability to analyze and solve complex problems, using advanced troubleshooting skills.
  • Ability to gather data, create, compose, and edit written materials, KB articles, and reports.
  • Highly self-motivated and able to work both on a team and independently.
  • Proven ability to meet tight project deadlines.
  • Excellent attention to detail and sense of urgency.
  • Strong communication and interpersonal skills.
  • Obtains and conveys concise problem information for external and internal service and engineering personnel.
  • Provides accurate and timely documentation of problems, notes, and resolutions for all incidents in the ticketing system.
  • Maintains inventory of all equipment, software, and software licenses in field.
  • Escalates problems as appropriate.
  • Utilizes world-class customer service skills.
  • Must participate in the on-call rotation to cover extended hours.
  • Able to spot trends and patterns to review and recommend modifications to team procedures that enhance efficiencies and promote cost savings.

Qualifications:

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

Additional Information:

At RxSafe, you can expect:

An environment where ideas are heard and innovation is encouraged

Personal/professional growth and development opportunities

Extensive benefits package with a generous employer contribution

Paid Holidays + 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.

RxSafe is a safety-sensitive company.

ITW is an equal-opportunity employer. We value our colleagues' unique perspectives, experiences, and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status, or any other characteristic protected by applicable federal, state, or local laws.

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