CUBEX® is a global provider of health care products and services that help animal health practices measurably reduce the total cost of ownership associated with pharmacy and supplies. The company develops market leading technologies that provide secure access to controlled substances, high value products, and other medications. We are a private, family owned and operated company that values its team members and are looking to hire the best of the best. CUBEX LLC takes pride in the family-oriented work place it has created by celebrating monthly birthdays, regular holiday parties and hosting charity outreach program that makes it a fun and wholesome workplace.

Position Title: Tier II Technical Support Specialist

Department: Professional Services 

Reports to: Technical Support Supervisor

Overall responsibility:

Seeking applicant that demonstrate critical-thinking, problem solving, and troubleshooting skills. Applicant exudes professionalism in every aspect of customer interaction, demonstrating ambition, and drive. Work with a fun and exciting team managing client software and hardware issues towards resolution. Job roles include, but are not limited to, resolving technical product and/or service problems, actively participate on queue, manage daily callbacks, managing case activity in Purecloud and Salesforce.

Key Areas of Responsibilities to Include but are not limited to:

• Wow our clients with every interaction via verbal and written communication!
• Recognize complicated conversations and demonstrate positive language to resolve client needs.
• Prompt responses and escalation resolution; case load management, troubleshooting assigned queue of cases and managing identified escalation.
• Investigate and troubleshoot Cubex proprietary software and cloud website.
• Utilizing SQL scripts for advanced troubleshooting.
• Execute and adhere to all Cubex Company and department SOP’s and SLA’s.
• Complete all additional duties assigned by Technical Support Supervisor.

• Other Functions:

• Technician dispatch management.
• Support of the field implementation team during Cubex installations.
• Upgrade client software.
• Image and setup hard drives as necessary.
• Coordinate and execute the shipment of parts and supplies to customers.
• Installation and training of CUBEX software and hardware for clients.

Requirements:

• Technical:
  • Ability to think logically and creatively.
  • Excellent problem solving and analytical skills.
  • Able to communicate effectively with technical and non-technical personnel.
  • Strong technical aptitude and ability.
  • Experience using a computer in a work setting.
  • Intermediate knowledge of Microsoft Office Suite products.
  • Ability to navigate and troubleshoot in Windows operating systems.
  • Data interpretation, manipulation, management in Excel is a plus.
  • Experience with proprietary software is a plus.
  • Microsoft SQL experience is a plus.

• Skills:

• Active Listening Skills.
• Exceptional written and non-verbal communication skills.
• Exceptional phone skills.
• Excellent organizational skills.
• Ability to thrive in a fast-paced environment.
• Exceptional attention to detail.
• Time-management skills.
• Ability to listen effectively, empathize, and reassure clients their issues will be resolved.
• Promotes and embraces positive client interactions as well as personal, team, and company improvement.
• Adept at anticipating and adapting to changing job needs with exceptional results.

Education/Licenses/Certifications Required:

• • High School Diploma required.
  • Minimum 6 months Customer service experience
  • Knowledge of Veterinary Practice workflows is a plus.

Employee Classification:

• • Full-Time.
  • Ability to work a flexible shift, which may include working on a weekend or at night.
  • On-call rotating weekend shift.
  • Strong Work ethic and initiative to grow with a fantastic company.

Location:

• Phoenix, Arizona

Compensation:

• $45k - $55k Per Year DOE