Tier 1 Customer Support Agent

The role of a Tier 1 Customer Support Agent will require a knowledge of POS software and an acumen for supporting software on Windows and Server operating systems. In this role as a support team member, the individual will have a background in or understanding of Retail Pharmacy operations and software as well as Customer Support or Training experience. This remote position also involves on-call rotation.

Remuneration: $23.00 per hour (negotiable based on experience)

II. Essential Duties and Responsibilities

·Responds to phone and email support inquiries from our 1000+ customers.

·Help identify, determine, recreate and resolve or escalate issues using existing guidelines and standardized tools. Create service tickets in ConnectWise Manage.

·Provide customer support of POS systems via remote access. Where issues are identified, troubleshoot and provide guidance to ensure resolution.If required, escalate issue to Tier 2 Support.

·Installation and management of networking peripherals, including printers, scanners and faxes.

·Work cross functionally with department teams – deployment, development, training and marketing

·Utilization of exceptional time management, organizational and interpersonal skills.

·Multi-task and work independently with minimal supervision.

·Excellent verbal and written customer service skills.

·Attention to detail and proficient documentations skills are essential.

·Positive attitude and sincere willingness to constantly learn and grow.

·Polite and clear phone manner at all times.

III. Competencies

To perform the job successfully, an individual must demonstrate the following:

·Accountability – Is responsible for completing service tickets and resolving customer issues.

·Quality - Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality and applies feedback to improve performance. Responsible to monitor own work to ensure quality.

·Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully and develops alternative solutions if required.

·Technical Skills - Assesses own strengths and weaknesses and pursues training and development opportunities if deficiencies exist. Strives to continuously build knowledge and skills and shares expertise with others.

·Adaptability - Adapts to changes in the work environment.Manages competing demands and changes approach or method to best fit the situation.Must be able to deal with frequent change, delays, or unexpected events.

·Communication - Easily and quickly conveys any message and listens attentively and seeks clarification. Maintains professional and respectful communication when dealing with clients, vendors, peers or supervisors. This role requires outstanding social skills.

·Judgment - Displays willingness to make timely decisions. Exhibits sound and accurate judgment.Includes appropriate people in decision-making process.

·Planning/Organizing - Prioritizes and plans work activities using time efficiently. If required, plans for additional resources.

IV. Skills & Qualifications

·Knowledge of Windows and Server operating systems including the configuration of hardware and 3^rd party software.

·Knowledge of SQL database queries

·Previous experience using a POS system

·Knowledge of Lan/Wan networking

·Basic understanding of accounting principles

·Experience with ConnectWise Manage an asset