The Position
The primary task of our Product Support Technician is customer satisfaction. To achieve that, we must create a positive experience and build relationships with customers. While interfacing with customers, this individual must communicate a welcoming, polite, cheerful and understanding tone. In addition, the Software Customer Support Technician must remain professional, patient and diplomatic while using a high level of product knowledge to find a solution that will satisfy the customer.
The Product Support Technician must have great communication skills and should feel comfortable working in a team atmosphere. This individual must be multi-task oriented, display a positive disposition, not get easily discouraged, demonstrate an attitude of learning, and seek to understand and grow. This individual must have a track record of dependability, consistency and follow-through.
Responsibilities
- Support customers in the use of all Keycentrix products
- Troubleshoot and resolve product issues reported by customers
- Maintain ongoing relationship with customers requesting assistance through our Support Desk
- Drive customer loyalty through actionable advice and articulate product knowledge
- Maintain expert knowledge of all Keycentrix products, including hardware and software
- Track all customer interactions completely and accurately
- Identify opportunities to improve customer care operational efficiencies
- Ensure clear, prompt and efficient communication regarding customer requests and issues to appropriate team members
- Product Support Technician will be required to participate in an on-call rotation, and maintain regular work attendance
Technical Qualifications
- Highly proficient with computers and technology
- Excellent verbal/written communication skills
- Strong ability to diagnose problems and troubleshoot to resolution
- Experience in Microsoft Office
- Pharmacy technician experience is highly desirable
Education or Certifications
- High School diploma or GED
- Pharmacy technician experience is highly desirable
Physical/Mental Requirements
- Ability to communicate effectively
- High level of alertness, concentration, accuracy, and time-management
- Able to maintain a stationary position for prolonged periods
