Night-Shift Customer Support Tech (Pharmacy IT)

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

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.