Technical Support Analyst, Level 1

Position Overview

PrimeRx, the go-to pharmacy management software, is seeking a Pharmacy Application Tech Support L1 to provide technical support to our growing customer base of Independent, Long Term Care, Specialty, Mail Order, Regional & National Chain, Hospital & Health System pharmacy customers throughout the U.S. and beyond. In this role, you will support our pharmacy management software, services, APP, API Interface offerings, and hardware and network needs via phone, email, chat, web meeting, and other communication channels. PrimeRx™ powers thousands of pharmacy operations.

Mission: To provide our customers with innovative Pharmacy Management Solutions that meet their unique needs. Our company motto: "Software without Limits".

Vision: To lead the Pharmacy Management Software industry with innovative solutions that allow pharmacies to better serve their patients with the highest efficiency and functionality.

Values: Innovation, Reliability & Customer Service.

Key Responsibilities

• Handle qualitative 20+ calls per day in a fast-paced environment with a presentable tone and delivery techniques in support of our pharmacy customers.
• Demonstrate strong communication skills (written and verbal) through internal and external email, chat, web meetings, and verbal interactions with clients, colleagues, and vendors for effective ticket documentation and timely resolution of customer inquiries.
• Proactively engage clients to address inquiries with timely and effective solutions, ensuring exceptional customer satisfaction while meeting KPIs (95% First-Call Resolution) and SLAs (90% of calls answered/responded to within 60 seconds).
• Resolve routine pharmacy customer inquiries such as insurance rejections, software/hardware/network settings, and functionality questions related to Prime branded products, services, APPs, and Interfaces.
• Execute effective Root Cause Analysis escalations in collaboration with the Support Service Manager and Subject Matter Experts to ensure optimal ticket resolution.

Benefits & Perks

• Refreshments & Dining - HQ
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401k Safeharbor plan, match up to 4%
• HSA/FSA/Commuter
• Paid STD/Life
• Employee discount program
• Employee assistance program
• Spring Health - mental well-being program
• Paid Paternity Leave