VP of Technical Support Engineering at Slack overseeing global support and engagement strategies. Leading teams to ensure effective practices for exceptional customer experiences
About the role
- Technical Support Specialist providing technical phone support for pharmacy automation solutions. Instructing customers and field engineers in hardware and software maintenance with exceptional customer service.
Responsibilities
- Provide technical phone support and problem resolution for customers of Parata’s pharmacy automation solutions.
- Instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications.
- 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.
Requirements
- Associate's Degree in business or technical field (preferred) with 1-2 years of technical support experience OR equivalent of 2+ years applicable experience.
- 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.
- One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent. Software knowledge; Microsoft certification or IT support experience a plus.
Benefits
- flexible working hours
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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