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Technical Services Representative

About Us
Digital Pharmacist Inc. (www.digitalpharmacist.com) - recognized as a top digital healthcare start up at Healthcare Texas 2016 and winner of Austin’s 50 on Fire - is a rapidly growing digital health company that powers the digital, communication and adherence solutions for 6,000 pharmacies, national pharmacy wholesalers, hospital systems and pharmaceutical brands. Four million patients use the company's products every month. The company is headquartered in Austin, Texas with offices in Newark, New Jersey. Digital Pharmacist Inc. is the official digital partner of the National Community Pharmacy Association and a winner of the 2017 Austin A-List Awards.

The Role
As a member of our Technical Services Team, you will work closely with pharmacies to implement and support Interactive Voice Response (IVR) Solutions. You will also work with integrating our digital and communication solutions with our Pharmacy Management System partners.

Responsibilities

  • Respond to incoming phone call or email requests by understanding the inquiry or request, and following established guidelines and instructions to process accordingly.  
  • Provide technical assistance to pharmacy end-users by researching and answering questions, troubleshooting reported issues, analyzing logs, and maintaining system and network performance.
  • Virtually connect to customer machine using different remote software.
  • Installing/Configuring Virtual Private Network (VPN) Software.
  • Communicate to customer regarding the different implementation steps.
  • Maintain customer database (Microsoft CRM / Salesforce) by accurately documenting trouble tickets, and client interaction occurring either by phone or email.
  • Monitor cloud-based services to ensure reliable functionality by carrying out routine testing and monitoring.
  • Take classes to enhance knowledge of pharmacy industry and up-to-date compliance laws.

Requirements

  • Bachelor's degree
  • Three (3) years of helpdesk / customer service experience
  • Strong written and verbal communication skills
  • Problem Solving Skills
  • Must be able to interact comfortably with customers to fulfil service inquiries, document communication and resolve technical issues.
  • Passion for revolutionizing the way pharmacies connect with patients
  • Familiar with Technology in the Healthcare Industry (preferable)

Benefits

  • Competitive base salary
  • Bonus opportunity
  • Stock options
  • 401(k) plan
  • Generous vacation plan
  • Top-tier medical, dental and vision planOpportunity to be part of one of the fastest growing companies in Austin, TX and Newark, NJ
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