Pharmacy Software Support Analyst (L1/L2) – NY

RXinsider LTD.; Uniondale (NY); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k matching program

HSA/FSA/Commuter

Paid STD/Life

Job summary

PrimeRx, the go-to pharmacy management software, is seeking a Pharmacy Application Tech Support L1 and L2 to provide technical support to our growing customer base across the U.S. and beyond.

In this role you will provide technical support for PrimeRx Pharmacy Management System customers through phone, email, chat, web meetings, and other communication channels, covering our software, apps, APIs, interfaces, and related hardware/network needs.

Qualifications

• Strong communication skills (written and verbal).
• Experience delivering customer support via phone, email, chat, or web meetings.
• Ability to document tickets clearly and maintain ticket histories.
• Experience with root-cause analysis to resolve customer issues.

Responsibilities

• Handle 20+ calls per day in a fast-paced environment with a professional tone.
• Communicate effectively via email, chat, web meetings, and phone; document interactions for ticketing.
• Pursue timely and effective solutions while meeting KPIs (First-Call Resolution) and SLAs.
• Troubleshoot routine software/hardware/network questions for PrimeRx products and interfaces.
• Perform root-cause analysis escalations with Support Service Manager and SMEs as needed.

Skills

Communication

Customer service

Ticketing

Root cause analysis

Job description

PrimeRx, the go-to pharmacy management software, is seeking a Pharmacy Application Tech Support L1 and L2 to provide technical support to our growing customer base across the U.S. and beyond.

In this role you will provide technical support for PrimeRx Pharmacy Management System customers through phone, email, chat, web meetings, and other communication channels, covering our software, apps, APIs, interfaces, and related hardware/network needs.