Client Services Technician (Software Support)
Job Posting for Client Services Technician (Software Support) at RedSail Technologies
Our Company:
RedSail TechnologiesTM is a dynamic healthcare technology company focused on transforming community and long-term care pharmacy. Backed by growth equity firm Francisco Partners, RedSail Technologies’ mission is to create the most profitable, clinically-advanced pharmacy network in the country. RedSail Technologies has offices in Spartanburg, SC, Irving, TX, Shreveport, LA, Anacortes, WA, and Pittsburgh, PA. RedSail Technologies has over 700 employees and serves more than 9,500 pharmacies nationwide and growing.
Position Summary:
The Client Services Technician provides software support to our business end users. Positive interaction with clients and timely resolution of issues are critical components of this position.
This is an entry-level position in which the employee has an opportunity to learn about the company’s various products and services through on-the-job training. Gaining a greater understanding of the company’s products and services may lead to opportunities to advance to Client Services Technician II, Client Services Technician III, or other positions in the company.
Specific Responsibilities Include:
- Responds to incoming customer calls and emails daily relating to issues or questions about the company’s various software and hardware products or other services by identifying and resolving the issue(s)
- Escalates more complex issues, as necessary, to another Client Services Technician, the Client Services Supervisor, or a different department as appropriate, to respond to or resolve the issue
- Accesses customer screen using the company’s proprietary program to assist in the resolution of the customer issue(s)
- Reads notes and researches customer information to understand the customer’s service history
- Timely enters accurate and complete notes about each call in the company’s system
- Follows up with customers via telephone or email to determine if their issue(s) was resolved, if the service provided was satisfactory, and if the customer received a timely and effective response
- Tracks customer calls in the company’s database to ensure that customers receive a timely and effective response
- Studies user manuals and uses product-related test systems to gain knowledge about the company’s software products
- Collaborates with coworkers in Client Services and other departments to discuss, develop, coordinate, implement or communicate solutions to customer issues
Qualifications:
- Strong oral and written communication skills
- Strong interpersonal, active listening, and empathic skills needed to handle difficult situations and frustrated customers
- Strong analytical and problem-solving skills, including the ability to think creatively (outside of the box) to identify and resolve customer issues relating to the company’s products, equipment and quickly and effectively services
- Basic knowledge of Word, Excel and Outlook required
- Basic computer knowledge needed to maintain or transfer computer files
- Ability to read and comprehend previous customer history to determine the next appropriate steps
Physical Demands, Working Conditions, and General Employment Guidelines:
- Sitting, standing, and talking on the phone using a headset for a majority of the workday
- Using the computer throughout the workday to enter or read notes and communicate via email or instant messaging regarding customer issues or actions needed or taken
- Moderate levels of stress may be experienced in the performance of the job
Education/Training:
- Associates degree in computer science, business or related field required.
- Customer service experience
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Salary.com Estimation for Client Services Technician (Software Support) in Spartanburg, SC
$38,640 to $49,949
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