Associate Technical Support Specialist

Lumistry•Boiling Springs, SC

95d•$17 - $20•Onsite

About The Position

The Associate Technical Support Specialist will take phone calls, respond to emails, and create tickets related to IVR, Telecom/Phone, and other solutions for clients, working closely with pharmacy staff to assist them in achieving their goals. The Technical Support team collaborates closely with other teams including Implementation, Marketing & Sales, and Success & Retention to solve customer issues and provide a superior support experience.

Requirements

Excellent customer service skills
Ability to answer a high volume of calls and/or emails daily
Strong listening, verbal, and written communication
Innovative, quick learner, and good teammate
Strong organizational skills including attention to detail and multi-tasking
Comfortable learning new tools and being creative to solve problems
Able to work in a versatile fast-paced environment
Keep up with the ever-changing healthcare and technological industry

Responsibilities

Provide customer support for incoming requests over the phone, email, and document through our Salesforce CRM system
Ask questions to determine nature of inquiry and walk customer through features, functionality, and general configuration
Troubleshooting common issues with a product or service
Provide customer with included instructions to remotely connect to their machine
Follow up with customers to ensure that inquiries have been addressed
Follow KB Articles and guidance from team members to solve customer inquiries
Configure IVR Greetings, Auto Attendant / Menu Options, and phone settings with provided training and guidance
Provide an excellent customer experience deploying quality solutions and train the pharmacy on best practices utilizing our solutions
Other tasks and projects as assigned