Customer Support Representative (Days)

Partners Pharmacy; Houston (TX); On-site; USD 22,000 - 30,000; Full time

Job summary

Partners Pharmacy in Houston, TX is hiring a Customer Support Representative to handle first-line support, ticketing, and end-user troubleshooting for PassPort related systems. You will work in a high-volume call center, resolving software and hardware issues, monitoring automated dispensing machines, and coordinating with remote technicians.

The role requires 3–5 years of technical inbound/outbound call center experience and an associate’s degree in a computer-related field; a bachelor’s degree

Qualifications

• 3–5 years of related experience in a technical inbound/outbound call center environment.
• Experience with PassPort or PPAMS is a plus.
• Strong communication and multitasking abilities.
• Familiarity with remote desktop tools for user assistance.

Responsibilities

• Open, update, and resolve support tickets.
• Provide high-volume phone support for software/hardware issues.
• Monitor automated dispensing machines to prevent service interruptions.
• Use remote desktop tools to resolve end-user issues.
• Escalate time-critical PassPort failures per policy.
• Triages calls to route to appropriate teams.
• Enter and track service calls in the ticket system.

Skills

Customer service

Phone support

Technical troubleshooting

Multitasking

Communication skills

Education

Associate's degree

Bachelor's degree preferred

Tools

DocuTrack

Framework

MXIE

Zultys

Microsoft Applications

Web Cameras

Remote-In tools

Citrix

Printers & Faxes

Job description

Description

Great new Career Opportunity in Long-Term Care Pharmacy!

Now Hiring -Customer Support Representative - Houston, TX

Hours: Mon, Tue, Fri, Sat, Sun Rotating schedule 6am-6pm

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