Technical Support Specialist
1 week ago
Job Type:
Full-time
Overview:
The primary objective of this role is to deliver mechanical and software assistance, troubleshoot hardware issues, and provide training for DOSIS systems utilized in partner pharmacies.
Key Responsibilities:
• Establish and maintain positive relationships with clients through various communication channels including phone, email, and in-person visits.
• Diagnose and resolve high-priority issues within established service level agreements.
• Document all interactions and steps taken in detail for each case.
• Create service cases, accurately diagnose issues, and order necessary parts in a timely manner.
• Conduct peer reviews and escalate cases as required.
• Travel to customer locations as necessary to install, configure, troubleshoot equipment, and provide ongoing training.
Additional Duties:
• Handle incoming calls that are directed from the receptionist before being forwarded to the answering service.
• Adhere to all relevant standard operating procedures and processes.
• Provide mentorship and training to team members as requested by management.
• Stay updated on company products, services, and processes to effectively address customer inquiries and troubleshoot DOSIS systems.
Qualifications:
Education & Experience:
• High school diploma or GED is required.
• Previous experience in customer service is preferred.
• Mechanical, electrical, or technical aptitude is necessary.
• Familiarity with pharmaceutical automation is a plus but not mandatory.
• Proficiency in MS Office applications is required.
Work Schedule:
- 8-hour shifts from Monday to Friday (7am-7pm)
- On-call duties during holidays and weekends
- Overtime opportunities available
- Travel expected to be approximately 25% of the scheduled time
Compensation:
$17-$20 per hour
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