Customer Support Representative - Tier 1

ARxIUM; Winnipeg; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company that leads in pharmacy automation technology! As a Customer Support Representative Tier 1, you will provide essential technical support to customers across North America and beyond. This hybrid role in Winnipeg offers the chance to work with advanced robotic technologies and innovative solutions that enhance pharmacy operations. With a strong emphasis on customer service, you'll troubleshoot software and hardware issues, ensuring seamless operations for clients. Enjoy a flexible work schedule, competitive salary, and comprehensive benefits as you contribute to a dynamic team dedicated to excellence in healthcare technology.

Benefits

Medical/Dental/Vision benefits

Company paid Life/ADD insurance

RRSP/DPSP

Flexible work schedule

Generous paid time off

Employee referral program

Competitive salary

Qualifications

• 3+ years of customer service and phone support experience.
• Bilingual in English and French is required.
• Experience with software, mechanics, and robotics is an asset.

Responsibilities

• Provide technical support to customers and Field Service Representatives.
• Perform remote troubleshooting and software patch installations.
• Support robotic technologies for medication dispensing.

Skills

Customer Service

Technical Support

Bilingual (English and French)

Troubleshooting

Electro-mechanical Knowledge

Software Issues Troubleshooting

Computer Skills (Windows OS, Microsoft Word, Excel)

Education

Certification or Diploma in a Technical Field

Tools

T-SQL

SQL Server

Job description

Are you ready to be part of changing the game for pharmacy automation with next generation solutions? Come join us!

Who We Are:

ARxIUM is a leader in the development of advanced pharmacy technology and solutions. Here you have the opportunity to work with the best experts in the pharmacy health systems sector, paving the way with innovative automation hardware and software technologies.

ARxIUM has been providing innovative solutions in the pharmacy automation space for over twenty years and currently serves customers in North America, Europe, and Asia. We have offices in Winnipeg and the Chicago Area and work remotely in cities across North America and Europe.

ARxIUM is proud to offer the successful candidate:

• Medical/Dental/Vision benefits or Health Spending Account
• Company paid Life/ADD insurance
• RRSP/DPSP
• Flexible work schedule
• Generous paid time off
• Employee referral program
• Competitive salary

About The Role:

A Customer Support Representative Tier 1 is responsible for providing technical phone and remote support to internal and external ARxIUM customers throughout the United States, Canada, and abroad.

This position is a hybrid role based in Winnipeg, MB.

What You'll Be Doing:

• Provide phone support to customers and Field Service Representatives to resolve software and hardware issues.
• Perform remote troubleshooting, data-mining, log file analysis, and software patch installations.
• Support a variety of interfaces and computer-based robotic technologies that automate medication dispensing and packaging in different pharmacy settings.
• Provide effective installation, preventive, and corrective repair instructions for on-site repairs of customer equipment.
• Represent ARxIUM to the customer and communicate professionally regarding customer problems.
• Update, review, and close support tickets as required.
• Dispatch support requests to Field Service Representatives or third-party subcontractors for onsite repairs when necessary.
• Work varied hours, including weekends and holidays, when assigned.
• Travel for on-site installations and training as needed.
• Perform related duties as assigned.

Who We're Looking For:

• 3+ years of customer service and phone support experience in a related field.
• Bilingual in English and French.
• Excellent computer skills (Windows OS; Microsoft Word, Excel).
• Ability to troubleshoot software issues and mechanical problems, and understand interface workings between systems/devices using detailed workflows.
• Electro-mechanical knowledge.
• Certification or Diploma in a technical field or equivalent experience is preferred.
• Experience with software, mechanics, robotics, and relational databases (T-SQL & SQL Server) is considered an asset.

Take a look at your potential career with ARxIUM and apply today. We would love to meet you!

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