Accounting Support Tier I

Job Summary

The Accounting Support – Tier I role will assist pharmacies in skillfully operating their PioneerRx 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 day-to-day accounting operations and assist with basic functionality and accounting features within the PioneerRx Pharmacy Software. As a vital member of the Support team, you will serve as an invaluable resource for both pharmacies and PioneerRx. This is a full-time position available Monday through Friday offering shifts that range between the hours 8:00 AM and 6:00 PM CST, with potential opportunities for after-hours coverage, including possible weekend shift rotations.

Key Duties

• Provide support for Tier I workbook activities.
• Triage support tickets related to, but not limited to basic level accounting functionality and features within PioneerRx Pharmacy Software.
• Manage incoming customer support tickets effectively and in a timely manner
• Independently resolve software issues and enjoy boosting customers’ satisfaction with PioneerRx, one phone call at a time
• Manage customer relationships with professionalism and devotion
• Document and maintain detailed records in our internal ticketing system of all interactions with customers
• Troubleshoot, test, and document potential programming bugs for QA
• Collaborate/escalate more complex issues, as necessary, with other Support Staff, Accounting Leads, Support Manager, or different departments (i.e., Development), as appropriate, to respond to or resolve the issue
  
  

Education/Training

• High school diploma or equivalent required.
• Associates, BA, or BS in Accounting or related field, or equivalent years of experience is beneficial for this position.
  
  

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 with troubleshooting and problem solving
• Knowledge of finance law, GAAP, standards, laws, and regulations
• Working knowledge of detailed financial analysis
• Proven experience streamlining accounting processes
• Understanding of banking processes
  
  

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

• Shreveport, LA - Onsite