Technical Support Representative
BestRx Pharmacy Software – Oak Brook, IL
Job Description
Here at BestRx Pharmacy Software, we are all about empowering independent pharmacies to succeed in the competitive pharmacy marketplace. Since 1985, we have been industry innovators with our solutions-based approach and powerful suite of intuitive pharmacy software.
A key ingredient of our success is our best-in-class Customer Support team. When our customers encounter a problem, they cannot resolve by themselves, our team is there to meet their need as directly as possible with minimal wait time. Ideal candidates for this position exhibit an enthusiastic background with Windows computers and other technology, strong problem-solving skills, proven experience communicating with customers, and pride in the ability to make someone else’s day better.
This opening is for several positions at our main office in Oak Brook. We are seeking 2-3 qualified candidates, and our primary need is for standard daytime shifts such as 8-4 or 9-5 CST. Please note that the initial training period will be entirely in-office; after an initial 90-day probation, up to 2 remote days will be allowed each week.
Responsibilities And Duties
- Manage incoming calls effectively and in a timely manner
- Accurately identify customer needs through communication and troubleshooting
- Find the best solution to address those needs, whether it be technical, software, or knowledge-related
- Implement or communicate the solution in a way that reassures and inspires confidence in our customers
- Install, troubleshoot, and answer questions on various software, hardware, and integrations
- Diligent focus on accurate, complete, and friendly communication, both with customers and in our ticketing system
- Prioritize business up-time and long-term stability for our partner pharmacies
- Escalate and hand off difficult cases to a senior technician to maximize customer satisfaction
- Assist in all tasks remotely using TeamViewer software
- Occasional weekend shifts may be required (option for paid overtime)
Skills And Qualifications
- High school diploma/GED required
- Strong proficiency with Windows operating systems
- Aptitude for problem-solving, defusing potential tension, and working the issue at hand
- Superb written and oral communication skills to ensure all customer interactions are recorded and closure of all presented issues is done in a timely manner
- Working knowledge of security software preferred but not required
- CompTIA A+ certification not required, but a plus
Benefits And Growth
- Hybrid work environment - after 90 days of employment, optional 2 days remote work each week
- 401k - enrollment begins a year after employment
- Flexible time off - paid vacation, personal, and common holidays
- Health, vision, and dental insurance - enrollment begins 30 days after employment
- Eligibility for promotion to Tier 2 Technical Support after 6 months of employment and passing proficiency test
Job Type: Full-time
Pay: $45,000.00 - $47,000.00 per year
Benefits
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule
Ability To Commute/relocate
- Oak Brook, IL 60523: Reliably commute or planning to relocate before starting work (Required)
Education
- High school or equivalent (Required)
Experience
- Customer service: 1 year (Preferred)
Work Location: Hybrid remote in Oak Brook, IL 60523
