Software Support Tier I

About the Role

The SOFTWARE SUPPORT TIER I role serves as the first point of contact for customers experiencing issues with the organization's software, hardware, and services. This position is essential for ensuring positive customer interactions and timely resolution of problems, which directly affects customer satisfaction and operational continuity for pharmacy clients.

Key Responsibilities

• Respond to daily customer inquiries via calls and emails concerning software and hardware issues.
• Provide user support for company-supported applications and platforms.
• Independently troubleshoot and resolve software issues.
• Guide users through diagnostic and troubleshooting processes using relevant tools.
• Document all customer interactions and issue resolutions accurately in the internal ticketing system.
• Collaborate with account managers, support leads, and development teams on complex issues.

Requirements & Tech Stack

• Associate degree in computer science, business management, or related field preferred; high school diploma or equivalent required with relevant experience.
• Strong oral and written communication skills.
• Effective interpersonal, active listening, de-escalation, and empathy skills.
• Analytical and problem-solving abilities to identify and resolve product-related issues.
• Ability to collaborate within a team environment.
• Proficiency with Microsoft Office Suite.
• Capability to utilize case history in customer support.
• Clear and concise documentation skills.
• Self-motivated to learn about the organization’s products and the pharmaceutical industry.
• Ability to manage multiple tasks, prioritize, and work with minimal supervision.
• Flexibility to work occasional after-hours and rotating weekend shifts.
• High professionalism and strong personal interaction skills.

Preferred

• Previous call center experience supporting pharmacy management software.
• Experience as a pharmacy technician or similar role.

Compensation

• Anticipated pay range: $22 to $26 per hour.
• Eligible for an annual target bonus of 4%.
• Actual compensation will depend on experience, skills, qualifications, and location.

Benefits

• Paid time off.
• Medical, dental, and vision insurance.
• 401(k) retirement plan with 5% company match.
• Fitness bonus.
• Professional development opportunities.
• Programs supporting overall well-being.