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JOB SUMMARY:
PrimeRx.io is seeking a highly skilled Enterprise Support Analyst to provide premium technical support for our high-profile Enterprise pharmacy clients. This role requires exceptional customer service, deep technical expertise, and the ability to troubleshoot both hardware and software issues across Citrix, Azure, and other infrastructures. The ideal candidate will deliver an elite support experience, ensuring prompt and effective solutions while maintaining high standards of communication, professionalism, and technical accuracy.
KEY RESPONSIBILITIES:
- Handle 15+ calls, emails, and chats daily in a fast-paced environment while maintaining a professional and polished delivery.
- Communicate effectively in written and verbal formats via email, chat, web meetings, and direct client interactions.
- Engage proactively with Enterprise Clients to ensure timely resolution and exceptional customer satisfaction, maintaining key performance indicators (90% First-Call Resolution) and SLAs (90% of all calls answered within 60 seconds).
- Develop deep expertise in PrimeRx™ configurations, interfaces, and environments to provide specialized support, including troubleshooting both hardware and software issues, insurance rejections, and system functionality concerns.
- Conduct root cause analysis and handle escalations from other departments.
- Troubleshoot hardware and networking issues, including system configurations, device connectivity, and infrastructure challenges within Citrix, Azure, and cloud-based environments.
- Collaborate with Enhanced Client Services, Installation & Support Service Management, TechOps and Subject Matter Experts to resolve complex technical issues efficiently.
- Participate in weekly Customer Success meetings, providing updates on pending and escalated tickets.
- Stay up to date with product changes, industry developments, and organizational updates to enhance troubleshooting capabilities and maintain a 90% First-Call Resolution.
- Assist in reviewing Enterprise Customer Installations to help customers and internal support teams stay knowledgeable across multiple products, including pharmacy management software, apps, APIs, interfaces, hardware, and networking solutions.
- Escalate critical client issues to Enterprise Team Leads, Subject Matter Experts, Principal Analysts, TechOps, or Development Teams as necessary.
JOB COMPETENCIES:
- Associates degree or Technical School/Industry Certifications such as MCSE, ITIL, ISO 9001, HDI, or Pharmacy Technician Certification, preferred.
- 3-5 years of related experience in hardware/software technical support role or Retail/LTC/Mail Order/Specialty pharmacy experience, preferred.
- Experience working with/supporting pharmacy management software is highly preferred.
- Familiarity with pharmaceutical terminology and processes.
- Strong ethic and meticulous mindfulness.
- Excellent analytical skills, sound reasoning abilities, and execution of sound judgment.
QUALIFICATIONS:
- Bachelor’s degree in information technology, Computer Science, or related field; or equivalent work experience.
- Minimum of 2-3 years of experience in a technical support role, preferably in a Tier 2 capacity.
BENEFITS:
- Refreshments & Dining- HQ
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401k Safeharbor plan, match up to 4%
- HSA/FSA/Commuter
- Paid STD/Life
- Employee discount program
- Employee assistance program
- Spring Health - mental well-being program
- Paid Paternity Leave
About PrimeRx
PrimeRx, developed by Micro Merchant Systems, is the premier pharmacy management software solution for pharmacies of every size. PrimeRx is an award-winning, all-encompassing solution that automates core functions, streamlines workflows, and empowers pharmacies to provide exceptional patient care. With its intuitive, adaptable interface, pharmacies can customize their experience, placing patients at the forefront. PrimeRx is trusted by thousands of pharmacies nationwide and was recently acknowledged for innovation by the American Business Awards. PrimeRx is the catalyst for transforming your pharmacy and enhancing patient care.
Explore its potential at primerx.io
Our hiring process is in compliance with applicable law. All persons hired are required to verify identity and work eligibility and complete employment eligibility verification.
We do not accept unsolicited headhunter and agency resumes. We will not pay fees to any third-party agency or Company that does not have a signed agreement with PrimeRx. PrimeRx is an equal-opportunity employer.
We eagerly seek applicants of diverse backgrounds and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.
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