Customer & Technical Support Specialist

Job Description:

This position will provide support for our customers and will perform trouble shooting and root cause analysis of our pharmacy automation products.  

What You Will Do

• Responds to customer support requests for assistance via phone, email, chat and portal tickets using remote control tools.
• Provides first-level contact and problem resolution for all users with hardware, software and applications problems.
• Ability to analyze and solve complex problems, using advanced troubleshooting skills.
• Ability to gather data, create, compose, and edit written materials, KB articles and reports.
• Highly self-motivated and able to work both on a team, and independently.
• Proven ability to meet tight project deadlines.
• Excellent attention to detail and sense of urgency.
• Strong communication and interpersonal skills.
• Obtains and conveys concise problem information for external and internal service and engineering personnel.
• Provides accurate and timely documentation of problems, notes and resolutions for all incidents in the ticketing system.
• Maintains inventory of all equipment, software and software licenses in field.
• Escalates problems as appropriate.
• Utilizes world-class customer service skills.
• Must participate in the on-call rotation to cover extended hours.
• Able to spot trends and patterns to review and recommend modifications to team procedures that enhance efficiencies and promote cost savings.
• Assist with other duties as assigned.

What We Are Looking For

• 3+ years in pharmacy/health care - (retail preferred).
• 3+ years of prior contact center/call center experience.
• 3+ years of solid experience troubleshooting Microsoft Windows operating systems.
• Experience working with pharmacy automation equipment & robotics hardware is preferred.
• Strong hardware and software experience.
• Experience using service management (ticketing) systems; ZenDesk preferred.
• Experience using VPN, RDP, TeamViewer and other remote admin tools.
• Familiar with MS SQL Server 2008/2012 (can write basic queries & subqueries, fulfill data requests from customers, etc.).
• Familiar with networking (IP address, routers, switches, DNS).
• Critical thinking skills.
• Mechanical or electro-mechanical experience is highly desirable.
• C# or other coding experience is a plus.
• Motion controller software experience a plus.

Physical Requirements/Working Conditions (if applicable)

This position requires frequent sitting, standing, walking, talking, hearing, use of hands and fingers and reaching with hands and arms.  This position requires occasional stooping, kneeling, crouching and twisting and turning of your head.  Incumbent is required to lift and carry up to 25 pounds.  This position requires good close, distance and color vision.

Compensation Information:

$25 - 29/hour DOE

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.