JOB DESCRIPTION SUMMARY

Technical support specialist providing remote support to our customers of pharmacy automation.

POSITION OVERVIEW

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. Prior customer service experience and strong digital literacy are a must.

MINIMUM QUALIFICATIONS

• Demonstrated technical ability with familiarity of basic networking hardware and software components. Must be able to comprehend technical issues, read technical manuals, and ensure effective troubleshooting techniques with users of various technical expertise levels.
• Possess solid customer service skills with proven experience in a technical support environment. Highly motivated to provide superior customer care with superb communication skills including good grammar, enunciation, and active listening abilities.
• Self-motivated individual with strong work ethic who can work in a team environment while also functioning effectively with minimal supervision. Willingness to extend beyond specified workday hours as required by situations.
• Possess the abilities vital to document practices and procedures clearly and thoroughly, contributing to knowledge base development and process improvement.
• Associate’s Degree in business or technical field (preferred) with 1-2 years of technical support experience OR equivalent of 2+ years applicable experience. Up to 15% domestic travel may be required.

PREFERRED QUALIFICATIONS

• One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent.
• Software knowledge; Microsoft certification or IT support experience a plus.

RESPONSIBILITIES

• Demonstrates exceptional communication skills through phone and email channels, adapting content, tone, and style to meet customer needs while documenting case notes with clear, succinct information and explaining technical concepts in plain language.
• Manages customer cases effectively by setting clear objectives and timelines, providing regular progress updates, seeking customer feedback, and ensuring high-quality personal case management that fully addresses customer needs.
• Applies technical expertise to diagnose problems by consulting with field service engineers, referencing technical manuals, and collaborating cross-regionally to identify issue trends and implement solutions while maintaining data quality and integrity in CRM systems.
• Demonstrates leadership through mentoring peers, moderating processes, sponsoring root cause investigations, and representing the Technical Assistance Center on multi-functional project teams while supporting the resolution of trending issues.
• Maintains comprehensive product knowledge including technical specifications, pricing, and workflow integration, while continuously seeking new competencies and displaying a positive, professional demeanor when working with teammates, customers, and management.

The characteristics described below are representative of those encountered while performing the essential functions of this position. When properly requested and when feasible (without undue hardship to the organization), reasonable accommodations will be made to enable individuals with disabilities to perform crucial job functions.

• Work will primarily be in the office setting with limited opportunities to be exposed to adverse environmental conditions.
• Work will be primarily working with fingers by picking, pinching, typing and grasping often with repetitive motion.
• Must have visual acuity for viewing a computer screen, the ability to talk, hear and sit for extended periods of time.
• Must be able to carry, lift and push/pull up to 5 pounds frequently and up to 30 pounds occasionally.
• Additional physical duties may be required as necessary