Software Support Tier I

This is a Fully Remote Job About Our Client: The organization operates in the software and hardware support sector, focusing on providing solutions for pharmacy management. It addresses the challenge of technical issues faced by pharmacies by offering dedicated customer support for its products and services. The organization supports a critical link in healthcare delivery by helping pharmacies resolve software and equipment problems efficiently. About the Opportunity: The SOFTWARE SUPPORT TIER I role serves as the first point of contact for customers experiencing issues with the organization's software, hardware, and services. This position is essential for ensuring positive customer interactions and timely resolution of problems, which directly affects customer satisfaction and operational continuity for pharmacy clients. Responsibilities: Respond to daily customer inquiries via calls and emails concerning software and hardware issues. Provide user support for company-supported applications and platforms. Independently troubleshoot and resolve software issues. Guide users through diagnostic and troubleshooting processes using relevant tools. Document all customer interactions and issue resolutions accurately in the internal ticketing system. Collaborate with account managers, support leads, and development teams on complex issues. Requirements: Associate degree in computer science, business management, or related field preferred; high school diploma or equivalent required with relevant experience. Strong oral and written communication skills. Effective interpersonal, active listening, de-escalation, and empathy skills. Analytical and problem-solving abilities to identify and resolve product-related issues. Ability to collaborate within a team environment. Proficiency with Microsoft Office Suite. Capability to utilize case history in customer support. Clear and concise documentation skills. Self-motivated to learn about the organization’s products and the pharmaceutical industry. Ability to manage multiple tasks, prioritize, and work with minimal supervision. Flexibility to work occasional after-hours and rotating weekend shifts. High professionalism and strong personal interaction skills. Preferred: Previous call center experience supporting pharmacy management software. Experience as a pharmacy technician or similar role. Pay Range and Compensation Package: The anticipated pay range for this position is $22 to $26 per hour. Eligible for an annual target bonus of 4%. Actual compensation will depend on experience, skills, qualifications, and location. Benefits & Perks: Paid time off. Medical, dental, and vision insurance. 401(k) retirement plan with 5% company match. Fitness bonus. Professional development opportunities. Programs supporting overall well-being. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.