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Technical Support Specialist I
iATechnical Support Specialist providing customer support for NEXiA automated pharmacy fulfillment systems. Troubleshooting technical issues via phone, email, or ticketing system to ensure exceptional customer experience.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical support capabilities with a focus on troubleshooting, incident management, and customer communication in healthcare or pharmacy environments. Proficient in using diagnostic tools and managing hardware and software updates while adhering to compliance standards.
Highest-signal resume keywords
Technical Support ExperienceTroubleshooting SkillsHIPAA ComplianceCustomer Service SkillsMicrosoft Office Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingIncident ManagementNetwork ConnectivityRMA ProcessingSQLClient-Server ApplicationsWindows Operating SystemsBasic Networking FundamentalsAutomation SystemsDiagnostic Tools
Soft Skills
Analytical SkillsCommunication SkillsCustomer FocusOrganizational SkillsProblem-Solving Skills
Tools & Technologies
SalesforceServiceNowZendeskJiraNEXiA
Industry Keywords
HealthcarePharmacy FulfillmentPHI HandlingSLA TargetsKnowledge-Base Documentation
Tech Stack
Tools & technologiesDNSServiceNowSQLTCP/IP
About the role
Key responsibilities & impact- Support NEXiA automated pharmacy fulfillment solutions operating in live production environments.
- Serve as the initial point of contact for customer technical issues via phone, email, or ticketing system.
- Troubleshoot issues related to NEXiA, hardware and automation systems, basic network connectivity, communication, and configurations.
- Accurately log all tickets, communications, and findings in the support system.
- Perform incident triage, classify issue severity, and escalate when appropriate.
- Walk customers through step-by-step solutions with clarity, professionalism, and empathy.
- Use diagnostic tools, logs, and internal resources to identify suspected hardware failures and determine if components require RMA.
- Issue RMAs and coordinate replacement shipments as needed.
- Provide guidance on installing new or replacement equipment and applying software/firmware updates.
- Follows documented workflows & meets established SLA targets.
- Provide suggested updates to troubleshooting guides, or knowledge-base documentation, or suggestions for new items, as needed.
Requirements
What you’ll need- Associates degree with 1+ years of experience in a technical support, help desk, or customer service environment, or equivalent proven experience.
- Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate and resolve technical issues.
- Compliance responsibilities (HIPAA, PHI Handling), secure handling of logs, access, and credentials.
- Excellent verbal and written communication skills.
- Professional, customer focused demeanor with the ability to remain composed under pressure.
- Effective communicator with both technical and non-technical stakeholders.
- Organized, analytical, and methodical in troubleshooting.
- Works well in a fast-paced environment.
- Ability to perform remote troubleshooting and guide customers of varying technical skill levels.
- Provide suggested updates to troubleshooting guides, or knowledge-base documentation, or suggestions for new items, as needed.
- Even better if you have:
- Experience in healthcare or pharmacy-related environments.
- Experience supporting integrated software and hardware solutions in production environments.
- Basic familiarity with Microsoft Windows desktop and server operating systems.
- Familiarity with support platforms such as Salesforce, ServiceNow, Zendesk, Or Jira.
- Basic of client-server applications, networking fundamentals (TCP/IP, DNS, VPN, etc.), firewall operations, SQL & relational databases, Windows desktop and Server OS.
- Proficient with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook)
Benefits
Comp & perks- Generous time off policy that allows you to put your family first
- Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
- Competitive benefits, salary, and talent development opportunities
- Commitment to professional development and working for a company where your voice is heard