Customer Support Representative - CS

APSRemoteRx; Houston (TX); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

401(k) Retirement Plan

Paid Time Off

Job summary

Partners Pharmacy in Houston, TX is seeking a Customer Support Representative to support our long-term care pharmacy operations. The role focuses on handling technical inquiries, triaging issues, and ensuring timely resolutions for a high-volume call center environment.

You will work with PPAMS, remote desktop tools, and various software to diagnose and resolve end-user issues, escalate when needed, and maintain strong customer satisfaction.

Qualifications

• 3-5 years of related experience in a technical inbound/outbound call center.
• Knowledge of DocuTrack, Framework, MXIE, Zultys, Microsoft Applications, Web Cameras, Remote-In tools (net Support), Citrix, printers and faxes
• Extensive phone support of end user with various operating systems and software
• Must have excellent communication skills, abiility to multi-task, and high attention to detail

Responsibilities

• Open, update, and resolve support tickets in PPAMS.
• Provide high-volume technical inbound/outbound phone support.
• Monitor automated dispensing machines to ensure continuous service.
• Use remote desktop tools to resolve end-user issues.
• Escalate critical issues within defined time frames.
• Enter and dispatch service calls using tracking systems.

Skills

Call center

Remote desktop

PPAMS support

Technical troubleshooting

Education

Associate's Degree

Bachelor's preferred

Tools

DocuTrack

Framework

MXIE

Zultys

Citrix

Remote-In tools

Web Cameras

Job description

Great new Career Opportunity in Long-Term Care Pharmacy!

Now Hiring -Customer Support Representative -[Enter Location]

Hours:

The Customer Support Representative will be responsible for, but not limited to:

• Opening, updating, and resolving support tickets using PassPort Alert Management System (PPAMS), as well as triaging and resolution of support request made via phone and email.
• High volume technical inbound/outbound call center environment providing end user phone support in troubleshooting software and hardware problems, connectivity issues at an escalated pace.
• Real time monitoring of automated dispensing machine to ensure service is not interrupted.
• Utilize remote desktop software along with end user to resolve issues using documented solutions.
• Strict adherence to critical time escalation of service interruptions and unresolved issues with the automated dispensing machine.
• Serve as first line support and provide problem resolution to the customer.
• Utilize remote camera tools to perform routine monitoring and assistance in troubleshooting to the customer.
• Properly triage calls and determine routing based on the nature of the call.
• Efficiently and professionally maintain a high level of customer satisfaction and timely resolution to customer service issues.
• Initiate immediate escalation to customer regarding PassPort related failures. Escalation consists of 3 calls within 60 minutes.
• Enter service calls in tracking software, page service calls in tracking software and dispatch Service Technicians using BancTec, Burroughs, and Dispatch Direct software tools.
• Initiate escalation as appropriate to ensure management awareness and timely resolution of issues according to departmental policy and procedures.
• Make outbound calls to the customer to ensure PassPort process patient medication timely.
• Make outbound calls to the customer to clear lockouts and Totes every 2 hours until the issue is resolved.
• Mandatory to complete all Incoming and Outgoing Call Attached Data (CAD) initiated by the MIXIE phone system software.

Education:

Associate's Degree in a computer related field, Bachelor's preferred

Professional Experience:

• 3-5 years of related experience/training in a technical inbound/outbound call center environment
• Knowledge of DocuTrack, Framework, MXIE, Zultys, Microsoft Applications, Web Cameras, Remote-In tools (net Support), Citrix, printers and faxes
• Extensive phone support of end user with various operating systems and software
• Must have excellent communication skills, abiility to multi-task, and high attention to detail

About Us

Partners Pharmacy -Our mission is to define excellence within the health care community. We are dedicated to inspiring people to live better lives through innovative health and wellness programs, products and services. We treat residents, their families and each other with respect, dignity and compassion. Through a collaborative and consultative approach, we strive to provide a framework of strength and stability for our patients, families and associates. We work to maintain the highest standards of care and service for our patients, families and valued employees.

We are proud to Offer:

• 401(k) Retirement Plan
• Paid Time Off
• Opportunities to advance and grow your career
• And More!

If working with people who are dedicated, compassionate, and concerned about their patients is essential to you, then you'll appreciate being a part of our team. We've built a strong reputation on the outstanding level of care that we provide.

Partners Pharmacy is an Equal Opportunity Employer

EEO/AA/M/F/DV

Job Info

• Job Identification 20227548
• Job Category Center
• Degree Level High School Diploma/GED
• Job Shift 2nd
• Locations 2040 West Sam Houston Pkwy North, Houston, TX, 77043, US
• Position Type Full-Time (30+ hours/week) – PA, MI, Partners, Ascend