IS&S Support Center Analyst

Axium Healthcare Pharmacy, Inc.; Florida; On-site; USD 42,000 - 64,000; Full time

Job summary

Axium Healthcare Pharmacy, Inc. is seeking a remote Technical Support Analyst to provide guidance and troubleshooting across enterprise hardware and software. You will be the first contact for customers and mentor junior staff, escalating complex issues as needed.

The role emphasizes documenting analyses in the knowledge base, collaborating with IS&S, and supporting SAP-related equipment and user account requests. A customer-service background and strong communication are essential.

Qualifications

• 1 year+ Support Center Analyst experience.
• Strong customer service background.
• Excellent communication and presentation skills.
• Ability to work an 8 hour shift between 8am-8pm and weekends when required.

Responsibilities

• Provide remote technical support for hardware and software across the enterprise.
• Serve as initial customer contact and mentor for the Support Center Analyst.
• Escalate and monitor tickets through IS&S support layers to resolution; dispatch vendors for on-site repairs.
• Analyze and determine the magnitude of incidents and identify trends to reduce incidents for customers.
• Assist with training and development of other team members.
• Perform SAP requests for new equipment and user accounts.
• Document technical analysis and resolutions in the knowledge base.

Skills

Support Center Analyst

Customer service

Communication

Presentation

Tools

SAP

Job description

At Axium Healthcare Pharmacy, Inc., we believe in a better quality of life for patients and their healthcare partners when treating and managing the most complex conditions. We believe in relationships that make life easier, and where a helping hand and better clinical, economical, and overall health outcomes are always within reach, 24 x 7 x 365. Our mission is simple. We aim to partner with and guide our patients to their best possible outcomes. Our longstanding vision is to help our patients and healthcare providers reach and create a better path to treating and managing complex conditions, making their lives easier and giving them hope for a healthier future. Specialty pharmacy is not a new concept. In fact, Axium did not invent specialty pharmacy. But, we did invent a better way to do it. We do it through a combination of clinical expertise, nationwide reach and the delivery of committed, caring, unmatched service and support for everyone, every time with no excuses. And, we’ve been doing it for years. We invite you to ask us what we can do for you. Our answer to you will almost always be: "Yes, we do." Established in 2000 and based in Lake Mary, Florida, Axium is a nationwide clinical specialty pharmacy that makes life easier for those managing chronic disease and complex therapies by offering a helping hand and a better path to therapy management. We are licensed and permitted to operate in all 50 states and Puerto Rico, and specialize in providing patients, physicians, nurses, health plans, and other health care providers and partners with injectable and oral brand-name products. Our focus is to "Improve outcomes one relationship at a time," and we achieve this through an experienced patient care team of doctors of pharmacy, registered nurses, reimbursement specialists, and dedicated patient care coordinators; all of whom deliver the highest level of comprehensive care and clinical support with every prescription.

Job Description

This position provides remote technical support for various hardware and software applications across the enterprise.

This position is the initial customer contact for issues within the organization and provides support as a mentor for the Support Center Analyst.

Role model and demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety of others.

Provide technical support via phones and/or other media as required.

Complete and document all calls in the form of Service Tickets.

Escalate and monitor tickets through IS&S support layers to issue resolution. Dispatch vendors or division contacts as required for on-site repairs.

Analyze and determine the magnitude of incidents and elevate to management any identified trends affecting our customers to reduce overall incidents to customers.

Assist with the training and development of other team members.

Perform select advanced level functions under the direction of an Operational Analyst.

Clearly communicate technical analysis and resolution through written documentation within knowledge base.

Perform Administrative division support (SAP) requests for new equipment and users account needs.

Must be able to perform the essential functions of this position with or without reasonable accommodation.

Qualifications

Minimum Position Qualifications:

1 year + Support Center Analyst experience.

Strong customer service background.

Excellent communication and presentation skills to effectively communicate information to customers and to all levels within the organization.

Must be able to work a 8 hour shift between 8am-8pm and weekends when required.

Additional Information

• Diplomacy
• Professionalism
• Filing
• Planning
• Multi-tasking
• Proof Reading
• Problem-Solving
• Mail Merge
• Reporting
• Confidentiality

All your information will be kept confidential according to EEO guidelines.