Tech Team Account Manager - Key Accounts

Liberty Software•Longtown, OK

About The Position

At Liberty Software, we work directly with independent pharmacies across the country and are proud to help them serve their customers and communities. The Tech Team Account Manager-Key Accounts is a full-time position reporting to the Tech Team Manager. The Tech Team Account Manager- Key Accounts has oversight responsibilities for the system, hardware, and technical issues associated with their assigned Key Accounts. They will act as a technical resource, liaison, and point of contact for the Information Technology groups associated with Liberty’s key pharmacy accounts.

Requirements

Bachelor’s degree in computer science or related field preferred
2 years’ experience in Health Care IT in an application support role
Knowledge of Liberty Software’s software applications
Working knowledge of computer hardware, printers, and scanner configurations
Advanced knowledge of Microsoft operating systems. Both server and workstation
Knowledge of TCP/IP based networking including DNS and DHCP technologies
Knowledge of internet communications
Familiarity with current server and workstation virtualization technologies
Good verbal and written communication skills required

Responsibilities

Act as the primary point of contact for technical matters associated with their assigned key accounts
Monitors remote backup services for the managed server resources of their assigned key accounts
Analyzes tickets for their assigned pharmacies to determine the existence of common causality and or chronic problems
Act as a technical liaison between the pharmacy and IT resources to collaborate and coordinate technical discussions and field questions
Conducts conference calls with IT groups to facilitate troubleshooting of issues associated with the Liberty Software solution
Works as a call agent in the general tech team call queue, providing hardware phone support for client pharmacies
Maintains a high level of first call resolution for client pharmacy hardware issues
Creates and maintains detailed service ticket records of client pharmacy hardware issues
Provides on-call support for after-hours emergency calls from client pharmacies on a rotating shift basis
Fields questions from client pharmacies through various channels, determining possible solutions and guiding pharmacies through resolutions
Provides detailed troubleshooting of client pharmacy hardware issues, determines if hardware or software is involved and routes issues to appropriate team as needed
Provides hardware replacement recommendations for client pharmacies
Prepares purchasing documents for equipment purchases and replacements
Anticipates communication and networking problems and implements preventive measures

Benefits

100% paid medical and life Insurance for team members, with option to add dental and vision insurance coverage at no cost
Option to enroll immediate family members with Liberty contributing 50% of monthly premium
Fully vested 401K matching on a pre- or post-tax basis
Liberty-paid HSA contributions every paycheck
Generous PTO plan and paid holidays
Annual tuition reimbursement program and professional certification courses available
Adoption expense reimbursement program
Dependent Care FSA availability providing tax savings for qualifying child care expenses
Counseling resources (including mental health, financial planning, etc.) freely available to all team members and dependents through Optum EAP
Fully-stocked breakroom