Associate Technical Support Specialist at Lumistry – Boiling Springs, South Carolina

About Lumistry

Lumistry serves over 9,000 pharmacies globally, helping them transform their businesses to improve adherence, reduce operating costs and increase revenue. We offer a collection of solutions purpose-built for pharmacies, enabling our customers to engage with their patients, consolidate vendors, improve patient health literacy, automate tasks and initiate online scheduling for programs and services. For more information, visit lumistry.com.

Summary of the Job:

• The Associate Technical Support Specialist will take phone calls, respond to emails, and create tickets related to IVR, Telecom/Phone, and other solutions for clients, working closely with pharmacy staff to assist them in achieving their goals. The Technical Support Team collaborates closely with other teams including Implementation, Marketing & Sales, Success & Retentions to solve customer issues and provide a superior support experience.

Description of Job Duties:

• Provide customer support for incoming requests over the phone, email, and document through our Salesforce CRM System
• Ask questions to determine nature of inquiry and walk customer through features, functionality, and general configuration
• Troubleshooting common issues with a product or service
• Provide customer with included instructions to remotely connect to their machine
• Follow up with customers to ensure that inquiries have been addressed
• Follow KB Articles and guidance from team members to solve customer inquiries
• Configure IVR Greetings, Auto Attendant / Menu Options, and phone settings with provided training and guidance
• Provide an excellent customer experience deploying quality solutions and train the pharmacy on best practices utilizing our solutions
• Other tasks and projects as assigned

Required Education, Knowledge and Special Skills:

• Excellent customer service skills
• Ability to answer a high volume of calls and/or emails daily
• Strong listening, verbal and written communication
• Innovative, quick learner, and good teammate
• Strong organizational skills including attention to detail and multi-tasking
• Comfortable learning new tools and being creative to solve problems
• Able to work in a versatile fast-paced environment
• Keep up with changing healthcare and technological industry