El Paso, Texas
Job Summary
To independently troubleshoot/resolve assigned tickets and provide support in adherence to agreed SLA and quality standards of the company.
Providing operational support for assigned contract pharmacy Help Desk tickets
Assisting in contract pharmacy amendments and terminations
Maintenance of internal contract pharmacy database
Provide software training to new Pharmacies as onboarding process
Communications and assistance with client/wholesalers/contract pharmacies related to resolving any drug replenishment issues.
Answer inquiries by clarifying desired information; researching, locating, and providing information
Provide training to newly added contract pharmacy partners
Properly escalate unresolved queries to the next level of support
Ensure proper recording, documentation and closure of all requests
Contribute to building knowledge base of repeat requests
Build sustainable relationships of trust through open and interactive communication with clients
Follow up with clients and pharmacy partners as needed, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed clients’ expectations
Enhance organization reputation by accepting ownership for accomplishing requests and providing exceptional client experience
Maintain catalogs and pricing access with Wholesalers
Key Responsibilities
1. To provide support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.
Maximum Salary (US): 82000
Minimum Salary (US): 54000
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