Job Description
We are seeking a motivated Customer Support Specialist to serve as the first point of contact for our pharmacy clients, providing expert troubleshooting and technical assistance. In this role, you will handle real-time inquiries, resolve issues related to pharmacy operations, and ensure a seamless experience for our partners. You will work closely with cross-functional teams to escalate complex cases, document solutions, and contribute to continuous improvement of our support processes. If you have a passion for helping others, strong technical aptitude, and thrive in a fast-paced environment, we invite you to join our team and make a meaningful impact.
As part of our growing organization, you will receive ongoing training, competitive benefits, and opportunities for career advancement. Your day-to-day will involve using ticketing systems, communicating via phone and email, and applying your problem-solving skills to deliver timely resolutions. Join us in delivering exceptional service that keeps pharmacies running smoothly.
Responsibilities
- Respond to client inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot technical issues related to pharmacy software and operations.
- Escalate complex problems to appropriate technical teams while maintaining clear communication with clients.
- Document all interactions and solutions in the ticketing system for accurate tracking and reporting.
- Collaborate with product and engineering teams to identify recurring issues and suggest improvements.
- Provide guidance and training to clients on best practices and system functionalities.
- Monitor service level agreements (SLAs) and ensure compliance with response and resolution targets.
- Participate in shift schedules as needed to provide continuous support coverage.
Qualifications
- High school diploma or equivalent; bachelor’s degree in a related field is a plus.
- Proven experience in customer support, technical support, or a help desk environment.
- Strong troubleshooting skills with the ability to diagnose and resolve technical issues quickly.
- Excellent verbal and written communication skills in English; additional languages are advantageous.
- Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) and CRM software.
- Ability to multitask, prioritize tasks, and work effectively under pressure.
- Customer-centric mindset with a passion for delivering outstanding service.
- Willingness to work in a rotational shift schedule, including nights and weekends if required.