Job Description
Great new Career Opportunity in Long-Term Care Pharmacy!
Now Hiring - Customer Support Representative - [2040 West Sam Houston North - Houston Texas 77477]
Hours: 6pm - 6am
The Customer Support Representative will be responsible for, but not limited to:
- Opening, updating, and resolving support tickets using PassPort Alert Management System (PPAMS), as well as triaging and resolution of support request made via phone and email.
- High volume technical inbound/outbound call center environment providing end user phone support in troubleshooting software and hardware problems, connectivity issues at an escalated pace.
- Real time monitoring of automated dispensing machine to ensure service is not interrupted.
- Utilize remote desktop software along with end user to resolve issues using documented solutions.
- Strict adherence to critical time escalation of service interruptions and unresolved issues with the automated dispensing machine.
- Serve as first line support and provide problem resolution to the customer.
- Utilize remote camera tools to perform routine monitoring and assistance in troubleshooting to the customer.
- Properly triage calls and determine routing based on the nature of the call.
- Efficiently and professionally maintain a high level of customer satisfaction and timely resolution to customer service issues.
- Initiate immediate escalation to customer regarding PassPort related failures. Escalation consists of 3 calls within 60 minutes.
- Enter service calls in tracking software, page service calls in tracking software and dispatch Service Technicians using BancTec, Burroughs, and Dispatch Direct software tools.
- Initiate escalation as appropriate to ensure management awareness and timely resolution of issues according to departmental policy and procedures.
- Make outbound calls to the customer to ensure PassPort process patient medication timely.
- Make outbound calls to the customer to clear lockouts and Totes every 2 hours until the issue is resolved.
- Mandatory to complete all Incoming and Outgoing Call Attached Data (CAD) initiated by the MIXIE phone system software.
Education:
High school diploma/GED - Some college a plus!
Professional Experience:
- 3-5 years of related experience/training in a technical inbound/outbound call center environment
- Knowledge of Microsoft Applications, Web Cameras, Remote-In tools (net Support), Citrix, printers and faxes
- Extensive phone support of end user with various operating systems and software
- Must have excellent communication skills, ability to multi-task, and high attention to detail
Visit Original Source:
https://www.indeed.com/viewjob
