Qureos Mentor

Lumistry

<div>About Lumistry
Lumistry serves over 9,000 pharmacies globally, helping them transform their businesses to improve adherence, reduce operating costs and increase revenue. We offer a collection of solutions purpose-built for pharmacies, enabling our customers to engage with their patients, consolidate vendors, improve patient health literacy, automate tasks and initiate online scheduling for programs and services. For more information, visit lumistry.com. 
Summary of Job:
The Technical Support Specialist (Tier II) will be providing second level support to Vow customers and overflow resources for Tier 1 Support. They will serve as the intermediate level between Tier III and Tier I. Subsequently, they will triage cases by providing instruction to Tier I to address lower-level technical inquiries, work with the Training Supervisor to include education material on mid-level technical inquiries and escalate higher technical inquiries that require further analysis to Tier III utilizing an escalation format report.
Required Education, Knowledge and Special Skills:<ul><li>
Accept escalations from the Tier 1 support queue</li><li>
Provide overflow assistance to Tier 1 support queue</li><li>
Analysis and troubleshooting of issues including escalation to Tier III as required</li><li>
Perform knowledge sharing with all team members to enhance training</li><li>
Working on high-level tickets related to SIP, Asterisk / Phone System logs, IP Tables Config, SNGep, Configuration File changes, NMAP, VPN / LAN to Lan, Remote Dial-In User, MTU discovery, and DNS</li><li>
Participate in on-call system Rotation twice a quarter</li><li>
Other duties as assigned</li></ul>
Required Education, Knowledge and Special Skills:<ul><li>
Technical degree or equivalent experience</li><li>
Minimum 3 years Network Administrator level experience working as an outside support resource or two years relevant experience working as an internal support resource</li><li>
Strong Knowledge of Linux &amp; Windows OS, LAN / Network, Phone System / Telecommunications, and IT/Security</li><li>
Completed Tier I Assessment including the following topics (recordings/announcements, Auto Attendant functionality, Queue Setup / Inbound Routes, Call Flow Control, DISA Setup, Extension update, Feature Codes, Troubleshooting Phones, Voicemail Configuration / Options, Headset Setup / Functionality, &amp; Parking</li><li>
Excellent customer service skills</li><li>
Strong verbal and written communication and problem-solving skills</li><li>
Innovative, quick learner, and good teammate</li><li>
Able to work in a versatile fast-paced environment</li><li>
Keep up with changing healthcare and technological industry</li></ul></div>

Technical Support Specialist Tier II

<div>About Lumistry
Lumistry serves over 9,000 pharmacies globally, helping them transform their businesses to improve adherence, reduce operating costs and increase revenue. We offer a collection of solutions purpose-built for pharmacies, enabling our customers to engage with their patients, consolidate vendors, improve patient health literacy, automate tasks and initiate online scheduling for programs and services. For more information, visit lumistry.com. 
Summary of the Job:<ul><li>
The Associate Technical Support Specialist will take phone calls, respond to emails, and create tickets related to IVR, Telecom/Phone, and other solutions for clients, working closely with pharmacy staff to assist them in achieving their goals. The Technical Support Team collaborates closely with other teams including Implementation, Marketing &amp; Sales, Success &amp; Retentions to solve customer issues and provide a superior support experience.</li></ul>
Description of Job Duties:<ul><li>
Provide customer support for incoming requests over the phone, email, and document through our Salesforce CRM System</li><li>
Ask questions to determine nature of inquiry and walk customer through features, functionality, and general configuration</li><li>
Troubleshooting common issues with a product or service</li><li>
Provide customer with included instructions to remotely connect to their machine</li><li>
Follow up with customers to ensure that inquiries have been addressed</li><li>
Follow KB Articles and guidance from team members to solve customer inquiries</li><li>
Configure IVR Greetings, Auto Attendant / Menu Options, and phone settings with provided training and guidance</li><li>
Provide an excellent customer experience deploying quality solutions and train the pharmacy on best practices utilizing our solutions</li><li>
Other tasks and projects as assigned</li></ul>
Required Education, Knowledge and Special Skills:<ul><li>
Excellent customer service skills</li><li>
Ability to answer a high volume of calls and/or emails daily</li><li>
Strong listening, verbal and written communication</li><li>
Innovative, quick learner, and good teammate</li><li>
Strong organizational skills including attention to detail and multi-tasking</li><li>
Comfortable learning new tools and being creative to solve problems</li><li>
Able to work in a versatile fast-paced environment</li><li>
Keep up with changing healthcare and technological industry</li></ul></div>

Associate Technical Support Specialist

Join Lumistry and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Lumistry

About Company

Technical Support Specialist Tier II

Associate Technical Support Specialist