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About the role
Key responsibilities & impact- Provide technical phone support and problem resolution for customers of Parata’s pharmacy automation solutions.
- Instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications.
- Demonstrate effective use of phone and email for communication channel.
- Adapt the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of communication by using clear and succinct information when documenting case notes.
- Use plain talk to explain sophisticated or technical concepts.
- Set clear objectives and measure for expectations and timelines (Internal or External).
- Support the resolution of trending issues.
- Provide progress updates to customers.
- Consult with field service engineers and other support staff; apply technical knowledge to diagnose problems.
- Sponsor, select team members, take ownership and collaboratively guide the resolution activities and Root Cause Investigation (RCA) progress.
Requirements
What you’ll need- Highschool diploma
- 3 + years of relevant professional Technical Support/customer service experience
- Familiarity with basic networking hardware and software components.
- Experience working in a team environment.
- Experience processing document practices and procedures.
- Experience in Customer service support in an IT support setting
- Comfortable engaging in technical issues and reading technical manuals.
- Ability to travel up to 15% domestic travel as needed, including travel for in person training
- Associate’s degree in business or technical field with 1-2 years of technical support experience (preferred)
- One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent. (preferred)
Benefits
Comp & perks- Flexible in working hours, primarily supporting during the hours of department operation.
- Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis.
- Reasonable accommodations may be made, upon request and when feasible, to enable individuals with disabilities to perform these functions without undue hardship to the organization.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportproblem resolutionnetworking hardwarenetworking softwaredocument practicestechnical manualsRoot Cause Investigation (RCA)pharmacy automation solutions
Soft Skills
communicationteamworkadaptabilityownershipcollaborationcustomer serviceclear documentation
Certifications
CompTIA A+CompTIA Net+CompTIA Security+