Technical Support Specialists (TSS) provide entry-level technical phone support and problem resolution for customers of Parata's pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications. To be successful in this role, previous experience troubleshooting technical products in person or via telephone is crucial. Prior customer service experience and strong computer skills are a must.

Key Responsibilities

• Provides level one technical support in a Technical Assistance Center environment. Consults with field service engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as necessary, from more senior staff; following-up with local service personnel to ensure problem resolution and customer satisfaction.
• Maintains problem ownership & accountability. Follows up on problems, identifies recurring issues, process status, and follow through with customer.
• Maintains documentation and service reports via electronic reporting in Salesforce.com
• Maintains a knowledge base of the products, prices and services available to the customer
• Operates within acceptable parameters and call handling expectations
• Fosters positive customer relations by responding to complaints/inquires in a cooperative, supportive, and professional manner; resolving problems in a timely and efficient manner.
• May represent Technical Assistance Center interests on cross functional project teams as needed.

• Is available to work, as scheduled, during the hours of department operation. Current hours are 8:00 am to 11:00 pm seven days per week, including holidays.
• Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis.

Skills and Experience

• One industry certification strongly desired (CompTIA A+, Net+, Security+).
• Associates degree in business or technical field (preferred) with 1-2 years of technical support experience. Two or more years of applicable experience may be substituted for the formal education requirement.
• Software knowledge; Microsoft certification or IT support experience a plus.
• Proven customer service experience in a technical support environment.

• Demonstrated technical ability. Ability to comprehend technical issues and read technical manuals.
• Possess solid customer service skills. Ability to ensure effective troubleshooting techniques with end users of various levels of technical expertise.
• Excellent communication skills including good grammar, enunciation and listening skills.
• Highly motivated to provide superior customer care.
• Familiarity with basic networking hardware and software components.
• Ability to work in a team environment.
• Self-motivated individual with strong work ethic.
• Able to work with minimal supervision.
• Willingness to extend him/herself beyond the specified workday as required by the situation.
• Possess the skill set necessary to document practices and procedures.

Work environment and physical demands

The characteristics described below are representative of those encountered while performing the essential functions of this position. When properly requested and when feasible (without undue hardship to the organization), reasonable accommodations will be made to enable individuals with disabilities to perform essential job functions.

• Work will primarily be in the office setting with limited opportunities to be exposed to adverse environmental conditions.
• Work will be primarily working with fingers by picking, pinching, typing and grasping often with repetitive motion.
• Must have visual acuity for viewing a computer screen, the ability to talk, hear and sit for extended periods of time.
• Must be able to carry, lift and push/pull up to 5 pounds frequently and up to 30 pounds occasionally.
• Additional physical duties may be required as necessary.

IF YOU REQUIRE AN ACCOMMODATION FOR THE APPLICATION PROCESS, PLEASE EMAIL jobs@parata.com.

Parata is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard for race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin or citizenship status, age, disability, genetic information, or veteran's status.