KEY RESPONSIBILITIES:
- Handle 15+ calls, emails, and chats daily in a fast-paced environment while maintaining a professional and polished delivery.
- Communicate effectively in written and verbal formats via email, chat, web meetings, and direct client interactions.
- Engage proactively with Enterprise Clients to ensure timely resolution and exceptional customer satisfaction, maintaining key performance indicators (90% First-Call Resolution) and SLAs (90% of all calls answered within 60 seconds).
- Develop deep expertise in PrimeRx™ configurations, interfaces, and environments to provide specialized support, including troubleshooting both hardware and software issues, insurance rejections, and system functionality concerns.
- Conduct root cause analysis and handle escalations from other departments.
- Troubleshoot hardware and networking issues, including system configurations, device connectivity, and infrastructure challenges within Citrix, Azure, and cloud-based environments.
- Collaborate with Enhanced Client Services, Installation & Support Service Management, TechOps and Subject Matter Experts to resolve complex technical issues efficiently.
- Participate in weekly Customer Success meetings, providing updates on pending and escalated tickets.
- Stay up to date with product changes, industry developments, and organizational updates to enhance troubleshooting capabilities and maintain a 90% First-Call Resolution.
- Assist in reviewing Enterprise Customer Installations to help customers and internal support teams stay knowledgeable across multiple products, including pharmacy management software, apps, APIs, interfaces, hardware, and networking solutions.
- Escalate critical client issues to Enterprise Team Leads, Subject Matter Experts, Principal Analysts, TechOps, or Development Teams as necessary.
JOB COMPETENCIES:
- Associates degree or Technical School/Industry Certifications such as MCSE, ITIL, ISO 9001, HDI, or Pharmacy Technician Certification, preferred.
- 3-5 years of related experience in hardware/software technical support role or Retail/LTC/Mail Order/Specialty pharmacy experience, preferred.
- Experience working with/supporting pharmacy management software is highly preferred.
- Familiarity with pharmaceutical terminology and processes.
- Strong ethic and meticulous mindfulness.
- Excellent analytical skills, sound reasoning abilities, and execution of sound judgment.
QUALIFICATIONS:
- Bachelor’s degree in information technology, Computer Science, or related field; or equivalent work experience.
- Minimum of 2-3 years of experience in a technical support role, preferably in a Tier 2 capacity.
BENEFITS:
- Refreshments & Dining- HQ
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401k Safeharbor plan, match up to 4%
- HSA/FSA/Commuter
- Paid STD/Life
- Employee discount program
- Employee assistance program
- Spring Health - mental well-being program
- Paid Paternity Leave
Top Skills
What We Do
As pharmacists play an increasingly important role in patient care, the need has never been greater for technology-based solutions that add efficiency to operations and facilitate pharmacist-patient interactions. Pharmacists need a technology solution that makes it easier to provide patients with medications, helps manage records and meet compliance requirements, and seamlessly oversee core business operations. And, as pharmacists have made clear, that solution should be easy to use, and keep pace with changing pharmacy needs.
For thousands of pharmacies nation-wide, PrimeRx is the preferred pharmacy management software option.
PrimeRx is the signature pharmacy management system developed by Micro Merchant Systems. The software offers comprehensive functionality that automates and manages all core pharmacy processes. This includes “fill to bill” capabilities that facilitate every step in the dispensing process – prescription intake and processing, dispensing and labeling, inventory management, patient records, billing, and automatic claims transmission. With PrimeRx, tasks that previously required significant amounts of staff time are executed in seconds, with the highest levels of accuracy.
Pharmacies have the option to add functionality, based on their scope of service. This includes solutions developed for different pharmacy types including community and specialty pharmacies, compounding, Health systems, physicians’ offices, multi-store, mail-order, long-term care facility, and 340B.
PrimeRx is presented in a logical, user-friendly format that can be configured to meet specific pharmacy requirements. The software is regularly updated with new features and improved functionality. These updates reflect both the changing needs of the pharmacy industry, and technology’s ever-expanding capabilities.
Also in 2023, PrimeRx was honored by American Business Awards with a prestigious Stevie Award for “achievement in product innovation.”
