Technical Support Specialist (Pharmacy Automation) - Denver, CO

RXinsider LTD.; Denver (CO); On-site; USD 55,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k matching

Flexible working options

Tuition reimbursement

Great team spirit

Job summary

Swisslog Healthcare is seeking a Technical Support Specialist to provide robust support and basic issue resolution to customers and employees via phone, e-mail, chat, and other electronic channels. The role involves diagnostics, hardware/software troubleshooting, collaboration with Care, and training activities as required.

Responsibilities include escalating issues, updating stakeholders, and using Salesforce and SAP for tracking.

Qualifications

• High School Diploma or equivalent.
• 2 years customer service and/or technical support experience.
• Functional electro-mechanical understanding.
• Basic network and database knowledge.
• Ability to read blueprints, schematics and wiring diagrams to extract necessary technical information.
• Able to promptly answer support-related emails, phone calls, and other electronic communications.
• Exceptional interpersonal skills (customer service skills).
• Strong communication skills, both written and verbal.
• PC Computer software and hardware literate; Windows applications.

Responsibilities

• Provide support and basic issue resolution to customers and employees via phone, e-mail, chat and other electronic media.
• Escalate pending issues to internal departments for analysis and resolution.
• Report updates and resolutions to stakeholders (e.g., Customer Care Managers, customers, Senior TSS).
• Track issues in Salesforce and SAP to ensure thorough resolution.
• Read manuals, confer with users, and diagnose problems to provide technical support.
• Report product quality issues to Quality manager via QA reports.
• Update parts lists and inventory stocking levels for clients as required.
• Create dispatch requests and manage status of service work orders as assigned.

Skills

Customer service

Technical support

Interpersonal skills

Communication

Education

A.S. Degree in Electronic Engineering Technology

Tools

Salesforce

SAP

Bomgar

Job description

The Technical Support Specialist (TSS) will provide support and basic issue resolution to all Swisslog Healthcare customers and employees via phone, e-mail, chat, and other electronic medium, such as network access into client System Control Centers. This individual will be skilled in parts identification, technician dispatch, schedule coordination, troubleshooting hardware and software issues, and collaborative work with TSS and Senior TSS team members. The TSS will serve as a member of a specialized technical support staff to provide input, feedback, and support to our field service, project management, sales, and Customer Care organizations. This individual will also provide direct training and development activities to both customers and colleagues as required.

Responsibilities

Make an impact

• Provide support and basic issue resolution to all Swisslog Healthcare customers and employees via phone, e-mail, chat, and other electronic medium.
• Perform timely escalation of pending support-related issues to various internal departments for further analysis and resolution.
• Report escalated case updates and resolutions to appropriate stakeholders (ie Customer Care Managers, customers, Senior TSS, Tech Support Supervisor).
• Professionally handle incoming requests from customers and ensure that issues are resolved and/or escalated both promptly and thoroughly by tracking them in Salesforce and SAP.
• Read technical manuals, confer with users, and conduct diagnostics to investigate problems and to provide technical support.
• Report product quality issues to Quality manager via QAR (Quality Assurance Report) forms.
• Update and provide recommended parts lists to clients, promote parts orders, and recommend inventory stocking levels to customers as required.
• Oversee and report on the daily performance of client systems by utilizing Bomgar and remote access systems in the Customer Care Center.
• In collaboration with the Order Entry team, assist all customers and employees with parts orders, consumables, repair and return of defective parts, and requests for information pertaining to their systems.
• At the request of customers, create dispatch requests and maintain status of all open notifications and service work orders as assigned/required.
• Perform other duties, as assigned.

Application Requirements

What you need to succeed

• High School Diploma or equivalent.
• 2 years customer service and/or technical support experience.
• Functional electro-mechanical understanding.
• Basic network and database knowledge.
• Ability to read blueprints, schematics and wiring diagrams to extract necessary technical information.
• Able to promptly answer support-related emails, phone calls, and other electronic communications.
• Exceptional interpersonal skills (customer service skills)
• Strong communication skills, both written and verbal.
• PC Computer software and hardware literate; Windows Application experience.

Desirable, but not Essential:

• A.S. Degree in Electronic Engineering Technology, Vocational school, or related 4 years military experience or technical equivalent.
• Computer networking experience.

Compensation: Salary range for this position is $55,000 - $62,000, plus overtime. Salary will be commensurate with experience and skillset. We offer a comprehensive benefits package including medical / dental / vision insurance, tuition reimbursement, disability, 401k matching (up to 8%).

• Flexible Working Options
• Great Team Spirit
• Learn & Grow
• Meaningful Tasks
• Retirement Plans
• Talentmanagement Program

Swisslog Healthcare is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, status as a protected veteran, or any other applicable status protected by federal, state or local law.

Swisslog’s FMLA policy can be found at: http://www.dol.gov/whd/regs/compliance/posters/fmlplein.pdf Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require reasonable accommodation to complete the application or to perform your job, please contact Human Resources at [e-mail].