Technical Support Specialist I

RXinsider LTD.; Indianapolis (IN); On-site; USD 63,000 - 72,000; Full time

Benefits offered by this job

Generous PTO

Pharmacy automation exposure

Competitive benefits and salary growth

Professional development opportunities

Job summary

iA® (Innovation Associates®) is a pharmacy fulfillment company that provides automated platform solutions for pharmacy operations. The Technical Support Specialist I supports NEXiA systems in live production environments, acting as the first contact for customer inquiries and ensuring accurate issue triage, documentation, and timely resolution.

Associates degree with 1+ years in technical support or customer service, strong analytical abilities, HIPAA-compliant practices, and excellent

Qualifications

• Associates degree with 1+ years in technical support or similar environment.
• Strong analytical and troubleshooting skills with ability to resolve technical issues.
• HIPAA compliance and secure handling of logs, access and credentials.
• Excellent verbal and written communication skills.
• Customer-focused demeanor and ability to stay composed under pressure.
• Effective communicator with technical and non-technical stakeholders.

Responsibilities

• Serve as the initial point of contact for customer technical issues via phone, email, or ticketing system.
• Troubleshoot issues related to NEXiA, hardware and automation systems, basic network connectivity, and configurations.
• Log all tickets and findings accurately in the support system.
• Perform incident triage, classify severity, and escalate when needed.
• Guide customers through step-by-step solutions with clarity and professionalism.
• Use diagnostic tools and logs to identify hardware failures and determine if RMAs are needed.
• Issue RMAs and coordinate replacement shipments as required.
• Provide guidance on installing new or replacement equipment and applying software/firmware updates.
• Follow documented workflows and meet SLA targets.
• Suggest updates to troubleshooting guides or knowledge-base as needed.

Skills

Troubleshooting

Customer service

Communication

Analytical skills

Remote troubleshooting

HIPAA compliance

Documentation

Education

Associate degree

Tools

Salesforce

ServiceNow

Zendesk

Jira

Job description

The Role:

The Technical Support Specialist I supports customers operating NEXiA Proprietary automated pharmacy fulfillment systems in live production environments. This role requires a dedicated customer centric, solutions driven individual to provide first point of contact for support inquiries, ensuring accurate issue triage, documentation, and resolution while delivering exceptional customer experience.

What you’ll do:

• Support NEXiA automated pharmacy fulfillment solutions operating in live production environments.
• Serve as the initial point of contact for customer technical issues via phone, email, or ticketing system.
• Troubleshoot issues related to NEXiA, hardware and automation systems, basic network connectivity, communication, and configurations.
• Accurately log all tickets, communications, and findings in the support system.
• Perform incident triage, classify issue severity, and elevate when appropriate.
• Walk customers through step-by-step solutions with clarity, professionalism, and empathy.
• Use diagnostic tools, logs, and internal resources to identify suspected hardware failures and determine if components require RMA.
• Issue RMAs and coordinate replacement shipments as needed.
• Provide guidance on installing new or replacement equipment and applying software/firmware updates.
• Follows documented workflows & meets established SLA targets.
• Provide suggested updates to troubleshooting guides, or knowledge-base documentation, or suggestions for new items, as needed.

Who you are:

• Associates degree with 1+ years of experience in a technical support, help desk, or customer service environment, or equivalent proven experience.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate and resolve technical issues.
• Compliance responsibilities (HIPAA, PHI Handling), secure handling of logs, access, and credentials.
• Excellent verbal and written communication skills.
• Professional, customer focused demeanor with the ability to remain composed under pressure.
• Effective communicator with both technical and non-technical stakeholders.
• Organized, analytical, and methodical in troubleshooting.
• Works well in a fast-paced environment.
• Ability to perform remote troubleshooting and guide customers of varying technical skill levels.
• Provide suggested updates to troubleshooting guides, or knowledge-base documentation, or suggestions for new items, as needed.

Even better if you have:

• Experience in healthcare or pharmacy-related environments.
• Experience supporting integrated software and hardware solutions in production environments.
• Basic familiarity with Microsoft Windows desktop and server operating systems.
• Familiarity with support platforms such as Salesforce, ServiceNow, Zendesk, Or Jira.
• Basic of client-server applications, networking fundamentals (TCP/IP, DNS, VPN, etc.), firewall operations, SQL & relational databases, Windows desktop and Server OS.
• Proficient with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook)

Applicants must be authorized to work for ANY employer in the U.S. Employer will not sponsor applicants for work visas.

Compensation:

The estimated base annual salary range for this position is $62,500 to $72,000, though a candidate’s base annual salary shall be determined on a range of factors, including, but not limited to, qualifications and experience. This position may additionally be eligible for an annual discretionary bonus.

What are the perks?

• Generous time off policy that allows you to put your family first
• Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
• Competitive benefits, salary, and talent development opportunities
• Commitment to professional development and working for a company where your voice is heard

More about iA:

iA® (Innovation Associates®) is a pharmacy fulfillment company that provides an integrated platform of capabilities to support Centralized and Community Pharmacy Fulfillment Solutions. With over 30 years of experience in the pharmacy fulfillment business, we have developed and implemented a suite of automation and software solutions that help deliver quick and sustainable business results. Our integrated Pharmacy Fulfillment Platform enables scalable solutions that helps run the prescription fulfillment process from prescription acceptance to delivery, supporting dynamic design flexibility to service pharmacies in a variety of volumes and settings. Our solutions improve workflow, and increase efficiency, while enabling more time for pharmacists to focus on their patients. iA works with pharmacy providers in the Commercial, Health Systems, Government, and Mail Order/eCommerce markets. iA can help customers transform their pharmacy. For more information, visit iARx.com.

Our Mission:

We partner with providers to transform pharmacy through our leading-edge software enabled fulfillment technology and partners to deepen the patient-pharmacist relationship, enhancing patient safety and choice while increasing operational efficiency. iA empowers pharmacists to focus on patient care. iA can run the prescription fulfillment process from start to finish, helping pharmacies manage fulfillment and inventory to help lower costs, improve efficiency, increase safety, and provide comprehensive Rx tracking and real-time support

Our Products:

• Software
• Modular Hardware
• Sophisticated Counting and Collation Devices

Our Core Values:

• Solutions Driven
• Customer Centric
• Championing Diversity
• Empowering Ownership
• Trust Daringly

To learn more about iA’s product, people and culture visit us at iARx.com OR check us out on LinkedIn, Facebook, or YouTube!

iA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.