Great new Career Opportunity in Long-Term Care Pharmacy! Now Hiring - Customer Support Representative - [2040 West Sam Houston Parkway North, Houston Texas 77043] Hours: 6am - 6pm The Customer Support Representative will be responsible for, but not limited to: • Opening, updating, and resolving support tickets using PassPort Alert Management System (PPAMS), as well as triaging and resolution of support request made via phone and email. • High volume technical inbound/outbound call center environment providing end user phone support in troubleshooting software and hardware problems, connectivity issues at an escalated pace. • Real time monitoring of automated dispensing machine to ensure service is not interrupted. • Utilize remote desktop software along with end user to resolve issues using documented solutions. • Strict adherence to critical time escalation of service interruptions and unresolved issues with the automated dispensing machine. • Serve as first line support and provide problem resolution to the customer. • Utilize remote camera tools to perform routine monitoring and assistance in troubleshooting to the customer. • Properly triage calls and determine routing based on the nature of the call. • Efficiently and professionally maintain a high level of customer satisfaction and timely resolution to customer service issues. • Initiate immediate escalation to customer regarding PassPort related failures. Escalation consists of 3 calls within 60 minutes. • Enter service calls in tracking software, page service calls in tracking software and dispatch Service Technicians using BancTec, Burroughs, and Dispatch Direct software tools. • Initiate escalation as appropriate to ensure management awareness and timely resolution of issues according to departmental policy and procedures. • Make outbound calls to the customer to ensure PassPort process patient medication timely. • Make outbound calls to the customer to clear lockouts and Totes every 2 hours until the issue is resolved. • Mandatory to complete all Incoming and Outgoing Call Attached Data (CAD) initiated by the MIXIE phone system software. Education: Diploma/GED/Some college Professional Experience: • 3-5 years of related experience/training in a technical inbound/outbound call center environment • Knowledge of DocuTrack, Framework, Microsoft Applications, Web Cameras, Remote-In tools (net Support), Citrix, printers and faxes • Extensive phone support of end user with various operating systems and software • Must have excellent communication skills, ability to multi-task, and high attention to detail