Technical Support Specialist





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Job Description

Summary:

Technical Support Specialists (TSS) provide technical phone support and problem resolution for customers of Parata’s pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications.

The ideal TSS will have prior customer service experience and strong digital literacy. The candidate will demonstrate a willingness to bring their effective problem-solving techniques to this role, demonstrating technical expertise and communication skills. The incumbent should display a highly motivated demeanor to provide superior customer care.

Key Responsibilities:

• Demonstrates effective use of phone and email for communication channel
• Adapts 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. Uses plain talk to explain sophisticated or technical concepts
• Sets clear objectives and measure for expectations and timelines (Internal or External)
• Supports the resolution of trending issues
• Sets clear expectations and models’ behavior to encourage high level maintenance of data quality and integrity (CRM)
• Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts
• Provides progress updates to customers. Seeks customer feedback and ensures needs have been fully met

Accountability:

• Models and sets expectations for high-quality personal case management
• Mentors and moderates process, progress, and results to ensure alignment to process checklists & collaboration process
• Models continuous learning and cultivates an environment to encourage others to continue customer education (clinical and technical)
• Knows and supports teammates’ work and results. Helps teammates who need or ask for support or assistance
• Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner

Problem Solving / Decision Making:

• Consults with field service engineers and other support staff; applies technical knowledge to diagnose problems; refers to technical manuals and schematics; requests assistance, as vital, from more senior staff; following up with local service personnel to ensure problem resolution and customer satisfaction.
• Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress
• Ensures good decisions are made when resolving new/recurring/ongoing cases
• Peer mentor’s and actively partners cross-regionally and across teams to tackle issues
• Accurately assesses priority level and actively seeks to assist peers in assessing priority
• Remains open to many approaches to address needs or resolve issues while seeking suggestions from other parties

Technical:

• Sophisticated understanding of BD products and how technical support and Field supports them in our customers' environments
• Maintains a knowledge base of the products, prices and services available to the customer
• Understanding of how our products enhance and interact with client workflow
• Ability to identify issue-trends and uses available tools, resources, and team collaboration to solve customer issues
• May represent Technical Assistance Center interests on multi-functional project teams as needed.

Minimum Qualifications:

• Highschool diploma
• 3 + years of relevant professional Technical Support/customer service experience
• Comfortable in customer facing/service roles.
• 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

Preferred Qualifications:

• Associate’s degree in business or technical field with 1-2 years of technical support experience
• One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent.
• Software knowledge; Microsoft certification or IT support experience.

Work Environment and Physical Demands

• Flexible in working hours, primarily supporting during the hours of department operation.
• Hours of Operation: 24 hours a day, seven days per week, including all holidays.

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