Associate Technical Support Specialist
About LumistryLumistry serves over 9,000 pharmacies globally, helping them transform their businesses to improve adherence, reduce operating costs and increase revenue. We offer a collection of solutions purpose-built for pharmacies, enabling our customers to engage with their patients, consolidate vendors, improve patient health literacy, automate tasks and initiate online scheduling for programs and services. For more information, visit lumistry.com.Summary of the Job:The Associate Technical Support Specialist will take phone calls, respond to emails, and create tickets related to IVR, Telecom/Phone, and other solutions for clients, working closely with pharmacy staff to assist them in achieving their goals. The Technical Support Team collaborates closely with other teams including Implementation, Marketing & Sales, Success & Retentions to solve customer issues and provide a superior support experience.Description of Job Duties:Provide customer support for incoming requests over the phone, email, and document through our Salesforce CRM SystemAsk questions to determine nature of inquiry and walk customer through features, functionality, and general configurationTroubleshooting common issues with a product or serviceProvide customer with included instructions to remotely connect to their machineFollow up with customers to ensure that inquiries have been addressedFollow KB Articles and guidance from team members to solve customer inquiriesConfigure IVR Greetings, Auto Attendant / Menu Options, and phone settings with provided training and guidanceProvide an excellent customer experience deploying quality solutions and train the pharmacy on best practices utilizing our solutionsOther tasks and projects as assignedRequired Education, Knowledge and Special Skills:Excellent customer service skillsAbility to answer a high volume of calls and/or emails dailyStrong listening, verbal and written communicationInnovative, quick learner, and good teammateStrong organizational skills including attention to detail and multi-taskingComfortable learning new tools and being creative to solve problemsAble to work in a versatile fast-paced environmentKeep up with changing healthcare and technological industry