Triage Technical Support Specialist

This position is on-site, M-F, in Boiling Springs, SC.

AAC is seeking a motivated and eager IT professional to join a client in the Spartanburg, SC area as a Triage Technical Support Specialist. This person 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 & Sales, Success & Retentions to solve customer issues and provide a superior support experience.

Description of Job Duties:

• Provide customer support for incoming requests over the phone, email, and document through our Salesforce CRM System
• Ask questions to determine nature of inquiry and walk customer through features, functionality, and general configuration
• Troubleshooting common issues with a product or service
• Provide customer with included instructions to remotely connect to their machine
• Follow up with customers to ensure that inquiries have been addressed
• Follow KB Articles and guidance from team members to solve customer inquiries
• Configure IVR Greetings, Auto Attendant / Menu Options, and phone settings with provided training and guidance
• Provide an excellent customer experience deploying quality solutions and train the pharmacy on best practices utilizing our solutions

Required Experience and Qualifications:

• Excellent customer service skills
• Ability to answer a high volume of calls and/or emails daily
• Strong listening, verbal and written communication
• Innovative, quick learner, and good teammate
• Strong organizational skills including attention to detail and multi-tasking
• Comfortable learning new tools and being creative to solve problems
• Able to work in a versatile fast-paced environment
• Keep up with changing healthcare and technological industry

Preferred Skills or Experience:

• 1-3 years of experience in Helpdesk / Customer Support position
• Familiarity with healthcare industry
• Prior experience with using a CRM System

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer support: 1 year (Preferred)

Location:

• Boiling Springs, SC 29316 (Preferred)

Work Location: In person