Remote IS&S Support Center Analyst & Mentor

Axium Healthcare Pharmacy, Inc.; Florida; Remote; 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

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.