Technical Support Analyst

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, developed by Micro Merchant Systems, is a leading provider of state-of-the‑art pharmacy management solutions, serving thousands of pharmacies nationwide. With over 30 years of experience, PrimeRx offers a comprehensive suite of tools designed to streamline operations, enhance patient care, and improve overall efficiency.

At the core of our ecosystem is PrimeRx Enterprise, a proven, robust system delivering integrated functionality for all pharmacy types. Expanding on this foundation, PrimeRx CLOUD provides secure, flexible, and remote access, while PrimeRx MARKET revolutionizes pharmaceutical purchasing with a competitive e‑commerce platform.

Together, these solutions create the PrimeRx ecosystem, driving efficiency, profitability, and better patient outcomes. Let PrimeRx power the future of your pharmacy.

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 of Independent, Long Term Care, Specialty, Mail Order, Regional & National Chain, Hospital & Health System pharmacy customers throughout the U.S. and beyond. In this role, you will provide technical support for our line of pharmacy management software, services, APP, API Interface offerings, and hardware and network support needs for our PrimeRxTM Pharmacy Management System customers through engagement via phone, email, chat, web meeting, and other customer communication mechanisms. PrimeRx™ is the engine that powers thousands of pharmacy operations. We seek talented people to join our Support Service Team to deliver best‑in‑class customer service and technical support for our customers and their patients.

This position is open to candidates located in New York only.

Job Responsibilities

• Handle qualitative 20+ calls per day in a fast‑paced environment with a presentable tone and delivery techniques in support of our pharmacy customers.
• Demonstrate strong communication skills (written and verbal) thru the delivery of internal and external email, chat, web meeting, and verbal interactions with clients, colleagues, and vendors for effective ticket documentation and timely resolution of customer inquiries.
• Proactively engage clients to address customer inquiries with timely and effective solutions and exceptional customer satisfaction while maintaining effective KPIs (95% First‑Call Resolution) and SLAs (90% of all calls answered/responded to within 60 seconds).
• Become proficient in resolving routine pharmacy customer inquiries such as insurance rejections, software/hardware/network settings, and functionality questions on our line or Prime branded pharmacy management products, services, APPs, and Interfaces.
• Execute effective Root Cause Analysis escalations in collaboration with Support Service Manager and Subject Matter Experts as required to ensure effective ticket resolution and customer satisfaction

Benefits

• Refreshments & Dining‑ HQ
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401k safe harbor plan, match up to 4%
• HSA/FSA/Commuter
• Paid STD/Life
• Employee discount program
• Employee assistance program
• Spring Health - mental well‑being program
• Paid Prenatal Leave

This position is open to candidates located in New York only.

Our hiring process is in compliance with applicable law. All persons hired are required to verify identity and work eligibility and complete employment eligibility verification.

We do not accept unsolicited headhunter and agency resumes. We will not pay fees to any third‑party agency or Company that does not have a signed agreement with PrimeRx. PrimeRx is an equal‑opportunity employer.

We eagerly seek applicants of diverse backgrounds and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

The Pay Range For This Role Is

24 - 26 USD per hour(HQ)