Software Support Tier I

• Responds daily to incoming customer questions and emails relating to issues or questions about the Company’s various software and hardware products or other services by identifying and resolving the issue(s).
• Provide user support on company-supported applications and platforms. 
• Independently resolve software issues and enjoy boosting customers’ satisfaction with Company.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software.
• Document and maintain detailed records in our internal ticketing system of all interactions with customers.
• Collaborates on more complex issues, as necessary, with other Account Managers, Account Manager Leads, Support Manager, or different departments (i.e. Development), as appropriate, to respond to or resolve the issue.

• Associate degree in computer science, business management or related field preferred 
• Or High school diploma or equivalent required with experience as a Pharmacy Technician or support technician in call center.

• Strong oral and written communication skills 
• Strong interpersonal, active listening, de-escalations, and empathic skills needed to 
• Strong analytical and problem-solving skills, including the ability to think creatively (outside of the box), to identify and resolve customer issues relating to the Company’s products, equipment, and services quickly and effectively. 
• Ability to work as part of a team and collaborate effectively with coworkers. 
• Working knowledge of Microsoft Office Suite of Products. 
• When applicable, the ability to use prior case history to determine the next step. 
• Write clear, concise, and factual notes to the customer file regarding customer conversations or contact. 
• Self-motivated to become more knowledgeable about the Company’s products and services, as well as the pharmaceutical industry. 
• Proven ability to balance, prioritize and organize multiple tasks. 
• Possess flexibility in scheduling to allow for occasional after-hours work and including a rotating weekend shift.
• Ability to prioritize and complete all work tasks with minimal supervision. 
• High level of professionalism and strong personal interaction skills. 

• Previous call center experience with supporting Pharmacy Management Software
• Preferred but not required, experience working as a Pharmacy Technician or other role

• Uses independent judgment and discretion based upon the employee’s experience in the position and knowledge of the products, equipment, and services.
• Uses good judgement and possesses ethical work values.

• Moderate to high levels of stress may be experienced in the performance of the job.
• Position is performed in a general office environment, home office, or approved remote workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending.

• Daily use of the Microsoft Teams (phone), computer, printer, and other routine office equipment
• Must have internet access

• Little responsibility for the safety of others. Job is performed in an office setting where there are no hazardous materials or equipment.

• Position is performed in an open office environment or approved remote work location.

Available Shifts
● 8AM-5PM, 9AM-6PM and 10AM-7PM CST.

Work Location
● RedSail Technologies Office Oakbrook, IL