IFill Technical & Customer Support Associate

Stokes Pharmacy•Mount Laurel Township, NJ

5d•$18•Onsite

About The Position

Stokes Healthcare is seeking a highly-organized, self-motivated, and tech savvy associate to join the team. The IFill Technical & Customer Support Associate will assist in day-to-day oversight of IFill user account development and retention. The successful candidate will be able to work independently and meet multiple objectives with minimal supervision. A critical element of this role is being comfortable learning new software quickly and thoroughly, with the ability to communicate its features, functions and benefits to users and other relevant parties. The IFill Technical and Customer Support Associate will participate in the strategy to grow usage of, and loyalty to, the IFill platform. This position will have tasks related to the on-boarding process of new users and build client relationship by acting as an interface between the client and IFill. They will work with clients to identify their needs and work within their team to communicate those needs internally to the Product Management team. They will take inbound calls from clients and make outbound calls as well. They will work directly with the client to help address any issues they may have in using the IFill software. This position requires a customer-centric personality with an ability to quickly and completely comprehend new software features and effectively communicate how and why to use these to IFill users.

Requirements

High school diploma or general education degree (GED)
Attentiveness to customer needs – this position is the voice of the customer inside the company
Patience – will frequently need to address issues that arise multiple times
Clear communication skills – the CSR will spend a great deal of time working with customers on the phone and through email
Product knowledge – will develop and deliver training on the products they support as well as interact with customers on a daily basis answering questions
Time management – will face a dynamic workload and should be able to meet competing goals and manage multiple priorities
Willing to learn – should have an ongoing desire to expand field of knowledge in all areas of responsibilities
Phone skills – this position will often act as the voice of the company and will spend a great deal of time on the phone; presence and professionalism is part of our company branding
Commitment to quality – should expect excellence from self and others
Must have moderate computer skills and have the ability to learn new software programs quickly
Must exhibit punctuality and low absenteeism

Nice To Haves

Previous experience supporting computer software products and services
Previous experience dealing with short deadlines, interruptions and pressure
Self-starting, working from own initiative as well as following direction

Responsibilities

Triage & address inbound IFill users
Make outbound calls to existing and prospective clients
Advocate for the customer in driving issues to resolution
Build and maintain positive relationships with customers
Develop training materials based on customer requests and feedback and the product release cycle
On-board new users and help them to understand and use specific features through webinars, calls, videos, documentation, and online tutorials
Assess customer needs and requirements in order to facilitate product adoption
Adjudicate and test releases to assure they meet specification and customer expectations
Act as the primary point of contact between IFill and our newest customers assuring the best possible experience during their initial experience using our products
Ensure customer success through ongoing user education and support