Qureos Mentor

RedSail Technologies

<div><div><b>Job Summary</b></div>
<div></div>
<div>The Software Support Tier I serves as the Company&rsquo;s first point of contact for incoming customer calls regarding the Company&rsquo;s products, equipment and services. Positive interaction with customers and timely resolution of issues are critical components of the position. The Software Support Technician I must be an active listener who can calmly handle emotional customers and de-escalate conflicts since many issues arise because a pharmacy (our customer) is attempting to resolve an issue for the pharmacy&rsquo;s customer who is standing in front of them.
</div><div></div><div><b>Key Duties</b></div>
<ul><li>Responds daily to incoming customer questions and emails relating to issues or questions about the Company&rsquo;s various software and hardware products or other services by identifying and resolving the issue(s).</li>
<li>Provide user support on company-supported applications and platforms.</li>
<li>Independently resolve software issues and enjoy boosting customers&rsquo; satisfaction with Company.</li>
<li>Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software.</li>
<li>Document and maintain detailed records in our internal ticketing system of all interactions with customers.</li>
<li>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.</li>
</ul>
<div></div><div><b>Education/Training</b></div>
<ul><li>Associate degree in computer science, business management or related field preferred</li>
<li>Or High school diploma or equivalent required with experience as a Pharmacy Technician or support technician in call center.</li>
</ul>
<div></div><div><b>Required Work Experience/Skills</b></div>
<ul><li>Strong oral and written communication skills</li>
<li>Strong interpersonal, active listening, de-escalations, and empathic skills needed to</li>
<li>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&rsquo;s products, equipment, and services quickly and effectively.</li>
<li>Ability to work as part of a team and collaborate effectively with coworkers.</li>
<li>Working knowledge of Microsoft Office Suite of Products.</li>
<li>When applicable, the ability to use prior case history to determine the next step.</li>
<li>Write clear, concise, and factual notes to the customer file regarding customer conversations or contact.</li>
<li>Self-motivated to become more knowledgeable about the Company&rsquo;s products and services, as well as the pharmaceutical industry.</li>
<li>Proven ability to balance, prioritize and organize multiple tasks.</li>
<li>Possess flexibility in scheduling to allow for occasional after-hours work and including a rotating weekend shift.</li>
<li>Ability to prioritize and complete all work tasks with minimal supervision.</li>
<li>High level of professionalism and strong personal interaction skills.</li>
</ul>
<div></div><div><b>Preferred Work Experience/Skills</b></div>
<ul><li>Previous call center experience with supporting Pharmacy Management Software</li>
<li>Preferred but not required, experience working as a Pharmacy Technician or other role</li>
</ul>
<div></div><div><b>Discretionary Judgment</b></div>
<ul><li>Uses independent judgment and discretion based upon the employee&rsquo;s experience in the position and knowledge of the products, equipment, and services.</li>
<li>Uses good judgement and possesses ethical work values.</li>
</ul>
<div></div><div><b>Physical Demands, Working Conditions, and General Employment Guidelines</b></div>
<ul><li>Moderate to high levels of stress may be experienced in the performance of the job.</li>
<li>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.</li>
</ul>
<div></div><div><b>Equipment</b></div>
<ul><li>Daily use of the Microsoft Teams (phone), computer, printer, and other routine office equipment</li>
<li>Must have internet access</li>
</ul>
<div></div><div><b>Safety to Self and Others</b></div>
<ul><li>Little responsibility for the safety of others. Job is performed in an office setting where there are no hazardous materials or equipment.</li>
</ul>
<div></div><div><b>Working Conditions/Hazards</b></div>
<ul><li>Position is performed in an open office environment or approved remote work location.</li></ul><br>
<div>
</div><div><b>Work Location</b><br>
<ul><li>RedSail Technologies Offices Spartanburg, SC - Onsite and Shreveport, LA -Onsite</li></ul></div></div>

Software Support Tier I

Join RedSail Technologies and explore 1   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.

RedSail Technologies

About Company

Software Support Tier I