Technical Support Specialist Tier II

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:

• Accept escalations from the Tier 1 support queue
• Provide overflow assistance to Tier 1 support queue
• Analysis and troubleshooting of issues including escalation to Tier III as required
• Perform knowledge sharing with all team members to enhance training
• 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
• Participate in on-call system Rotation twice a quarter
• Other duties as assigned

Required Education, Knowledge and Special Skills:

• Technical degree or equivalent experience
• Minimum 3 years Network Administrator level experience working as an outside support resource or two years relevant experience working as an internal support resource
• Strong Knowledge of Linux & Windows OS, LAN / Network, Phone System / Telecommunications, and IT/Security
• 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, & Parking
• Excellent customer service skills
• Strong verbal and written communication and problem-solving skills
• Innovative, quick learner, and good teammate
• Able to work in a versatile fast-paced environment
• Keep up with changing healthcare and technological industry