Customer Support Representative (Nights)

Partners Pharmacy; Houston (TX); On-site; USD 28,000 - 39,000; Full time

Job summary

Partners Pharmacy in Houston, TX seeks a Customer Support Representative to handle high-volume technical calls, manage tickets, and monitor automated dispensing systems. You will troubleshoot software and hardware, utilize PPAMS, and collaborate with dispatch for timely resolutions.

The role requires 3–5 years in a technical call center, strong communication, and multitasking abilities, with a computer-related degree preferred. Shift includes 6pm-6am on a rotating schedule.

Qualifications

• 3-5 years of related experience in a technical inbound/outbound call center.
• Knowledge of DocuTrack, Framework, MXIE, Zultys and related software tools.
• Experience with end-user phone support across various OS and software.
• Excellent communication, ability to multitask, and high attention to detail.

Responsibilities

• Open, update, and resolve support tickets via PPAMS; triage and respond to calls and emails.
• Provide high-volume technical phone support for software and hardware issues.
• Monitor automated dispensing machine in real time to prevent service interruptions.
• Use remote desktop and tools to resolve issues with documented solutions.
• Escalate time-critical service interruptions within defined SLAs.
• Serve as first line support and deliver timely issue resolution.
• Triages calls and routes them based on issue nature.
• Maintain high customer satisfaction and prompt resolutions.
• Initiate escalations for PassPort failures with rapid follow-up.
• Enter and page service calls; dispatch technicians using relevant software.
• Escalate as needed to ensure management awareness and resolution.

Skills

Technical call center experience

Phone support

Communication skills

Multitasking

Attention to detail

Education

Associate's Degree in a computer related field

Bachelor's degree

Tools

DocuTrack

Framework

MXIE

Zultys

Microsoft Applications

Web Cameras

Remote-In tools

Citrix

Printers and 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 6pm-6am

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