Software Support Tier I

Job Summary

The Software Support – Tier I role will assist pharmacies in skillfully operating their RedSail software, focusing on internal teamwork to benefit both the company and our customers. Working in a call center environment, you will handle support tickets efficiently, provide guidance on third-party claims, and assist with basic functionality and features within the RedSail Pharmacy Software. As a vital member of the Support team, you will serve as an invaluable resource for both pharmacies and RedSail Technologies. As the first point of contact for pharmacies using our software, your primary responsibilities will be to provide exceptional technical support, troubleshoot issues and guide users through software functionality.

This is a full-time position available Monday through Friday offering shifts that range between the hours 8:00 AM and 8:00 PM EST, with potential opportunities for after-hours coverage, including possible weekend shift rotations.

Key Duties

• Technical support
• Respond promptly to incoming support tickets and phone calls
• Triage support tickets are related to but not limited to basic level functionality and features within the pharmacy software.
• Provide clear and concise explanations of pharmacy and technical concepts to users of varying degrees of expertise.
• Troubleshoot, test, and document potential software bugs for Tier IV SME
• Third-Party Claims Support
• Guide users on processing third-party claims, including insurance and Medicaid.
• Troubleshoot and resolve issues related to claim submissions and reimbursement
• Product Knowledge
• Stay up to date on the latest features and functionality of the pharmacy software
• Continuously expand your knowledge of pharmacy workflow and best practices
• Teamwork
• Collaborate effectively with other team members to provide comprehensive support.
• Customer Service
• Exceed customer service expectations by being patient, empathetic, and professional
• Build strong relationships with pharmacy customers
• Escalate issues appropriately to other support or technical staff to resolve customer needs.
• Document and maintain detailed records in our internal ticketing system of all interactions with customers
  

Education/Training

• Associate degree in computer science, business management or pharmacy technician program
• Or High school diploma or equivalent required with experience as a Pharmacy Technician or support technician in call center.
  
  

Required Work Experience/Skills

• Excellent oral and written communication, interpersonal, and active listening skills, with the ability to write clear, concise, and factual notes on customer interactions.
• Strong analytical and creative problem-solving skills to quickly resolve customer issues, with the ability to leverage prior case history when determining next steps
• Ability to work collaboratively within a team and independently prioritize and complete tasks with minimal supervision.
• Self-motivated to become more knowledgeable about the Company’s products and services, as well as the pharmaceutical industry.
• High level of professionalism and strong personal interaction skill
• Working knowledge of Microsoft Office Suite of Products.
  
  

Preferred Work Experience/Skills

• Expert understanding of phone communication skills, including a professional and confident speaking tone.
• Expert understanding of how to efficiently manage time and multi-task
• Advanced knowledge of Windows10 or higher
• Advanced knowledge with troubleshooting and problem solving
• Previous call center experience
• Experience working as a Pharmacy Technician, Customer service experience in retail, hospitality, or similar fields is beneficial.
  
  

Discretionary Judgment

• Uses independent judgment and discretion based upon the employee’s experience in the position.
• Uses good judgment and possesses ethical work values
  
  

Physical Demands, Working Conditions, and General Employment Guidelines

• Moderate to high levels of stress may be experienced in the performance of the job.
• Position is performed in a general office environment, home office, or approved remote workspace where physical work includes sitting, standing, reaching, kneeling, bending.
  
  

Equipment

• Daily use of the Microsoft Teams (phone), computer, printer, and other routine office equipment
• Internet access is required. For in-office employees, the company provides internet access. For those approved for remote work, the employee is responsible for ensuring their own internet access and minimum specification requirements.
  
  

Safety To Self And Others

• Little responsibility for the safety of others. The job is performed in an office setting where there are no hazardous materials or equipment.
  
  

Working Conditions/Hazards

• Position is performed in an open office environment or approved remote work location
  
  

Work Location

• RedSail Office (Oak Brook, IL - Onsite)
• *This position requires a mandatory three days in-office, with two remote days available after completing a six-month probationary period.*