Customer Support Representative (CSR) Tier 2

Join the Future of Pharmacy Automation with ARxIUM!

Who We Are:

ARxIUM is a leader in pharmacy automation, offering innovative hardware and software solutions globally. With over 20 years of experience, we serve customers in North America, Europe, and Asia, and operate in Winnipeg, the Chicago area, and remotely across North America and Europe.

Must be bilingual in English and French.

ARxIUM is proud to offer the successful candidate:

• Medical, dental, and vision benefits or Health Spending Account
• Company-paid life/ADD insurance
• RRSP/DPSP
• Flexible work schedule and generous paid time off
• Employee referral program
• Competitive salary
  
  

**This will be a night shift position (Hours: 8:00p.m- 4:30a.m.)

Summary of Position:A Customer Support Representative Tier 2 is a subject matter expert on our Company’s products and our Customers’ processes. They are responsible for providing advanced technical support, investigating, analyzing, in order to resolve complex support case escalations and communicate with customers. This role includes performing tasks related to departmental projects and operational support.

Essential Functions:

• Supports case escalation from Tier 1 support
• Provides end user support to pharmacy staff
• Analyzes malfunctions in equipment and provides instructions to the on-site Field Service Representative to repair the equipment utilizing knowledge of mechanics/electronics and using standard test instruments and hand tools
• Interprets maintenance manuals, electrical schematics, and wiring diagrams
• Maintains service documentation. Responsible for timely and accurate completion of all paperwork and reports
• Maintaining expert-level knowledge of the Company’s Products
• Timely communication with the Customer Support team regarding changes, system interruptions, new tools and documentation resources
• Assists with department project initiatives, related reporting and documentation
• Contributes to a customer-focused environment that encourages information sharing, team-based resolution activity with focus on improving customer and employee experience
• Provides assistance, mentoring, training the team members of the Customer Success - Technical Support Center.
• Willing to work extended hours, as needed, in order to meet objectives and must be willing to travel
• Flexible working hours are required, including nights and weekends.
• Performs related duties as assigned
  
  

Desired Skills and Experience:

• Broad technical knowledge base including mechanical, electrical and software
• Strong analytical problem solving and decision making skills.
• Ability to handle difficult or sensitive situations
• Excellent time management and organizational skills
• Must have excellent computer skills. Proficiency with Database querying, Microsoft Office suite and experience with an incident management system
• Must be familiar and/or trained with technical support know-how, blueprints, schematics, manuals, and other specifications to determine service procedures
• Must work well within a team. Good customer service skills and adaptable to changing environments
• Must be bilingual in English and French
• Have good written/reading communication skills
• Beneficial to know Oracle/Microsoft SQL
  
  

Education and Experience:

• Diploma or Degreerin computer science, mechanical, electrical, computer, biomedical engineering; or equivalent experience is desirable
• Min 3 – 5 years of experience in a Technical Support role, Tier 2 preferred
• Experience working with multiple stakeholders in a problem-solving environment
• Experience in leading a small team is preferred
• Experience in healthcare industry is favored
• Experience in creating/updating Service Manuals, Troubleshooting guides and Knowledge base is preferred
  
  

Take a look at your potential career with ARxIUM and apply today.

WE would love to meet you!

ARxIUM

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