Job Summary
The Hardware Support employee will provide our customers with in-depth troubleshooting and hardware support. You need to be willing to learn and adapt to new concepts, provide exceptional customer services, and support a variety of applications and hardware.
Key Duties
- Responding to help desk tickets and phone calls from pharmacies in a timely manner.
- Troubleshooting and resolving technical issues related to printers, computers, interfaces, and networking equipment used in the pharmacy.
- Consulting with pharmacy staff to optimize their technology setup and make recommendations for improvements.
- Providing training to pharmacy staff on how to use various software applications and hardware devices.
- Documenting technical support activities and maintaining detailed records of all interactions with pharmacies.
- Providing superior customer service and ensuring a positive experience for all pharmacy staff who interact with the technical support team.
- Collaborating with other technical support team members to resolve complex issues and ensure continuity of service.
- Identifying recurring technical issues and reporting/working to develop permanent solutions to prevent them from happening in the future.
- Participating in regular meetings and training sessions to stay up to date on technical support best practices and industry trends.
Education/Training
- 2 + years of experience in IT systems and installation/application support.
- 1 + year of experience in a remote IT Help Desk environment.
Required Work Experience/Skills
- Strong technical knowledge of computers, printers, and networking equipment commonly used in small businesses.
- Previous experience providing technical support in a customer-facing role, healthcare or pharmacy setting a plus.
- Knowledge of security best practices related to protecting sensitive healthcare data.
- Excellent communication and interpersonal skills to effectively communicate technical information to non-technical users and build positive relationships with pharmacy staff.
- Ability to work independently and prioritize tasks in a fast-paced, dynamic environment.
- A commitment to providing exceptional customer service and ensuring a positive experience for all pharmacy staff who interact with the technical support team.
- Ability to learn quickly and stay up to date on new technologies and products relevant to pharmacy operations.
Preferred Work Experience/Skills
- Excellent phone communication skills, including a professional and confident speaking tone.
- Ability to efficiently manage time and multi-task.
Discretionary Judgment
- Uses independent judgment and discretion based upon the employee’s experience in the position and knowledge of the products, equipment, and services.
- Uses good judgement and possesses ethical work values.
Physical Demands, Working Conditions, and General Employment Guidelines
- Low-Moderate levels of stress may be experienced in the performance of the job.
- Position is performed in a general office environment, home office, or approved remote workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending, and lifting to 25 lbs.
Equipment
- Daily use of the Microsoft Teams (phone), computer, and other routine office equipment
- Must have reliable high-speed internet access.
Safety To Self And Others
- Little responsibility for the safety of others. Job is performed in an office setting where there are no hazardous materials or equipment.
Working Conditions/Hazards
- Position is performed in an open office environment or approved remote work location.
Work Location
Spartanburg, SC
