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Job Title:
Customer Support Technician I
Location:
Powers Lake, WI
Industry:
Pharmacy Automation 
Job Type:
Full-Time

Company: 

Headquartered in Powers Lake, WI, TCGRx is a leading supplier of pharmacy automation, offering scalable solutions ranging from packaging technology to enterprise-wide perpetual inventory management.  TCGRx solutions are specifically designed to make pharmacies and their processes more efficient.  The company provides comprehensive pharmacy automation, including design and consultation services, to offer inpatient, outpatient and long-term care pharmacies a fully featured, integrated solution throughout the U.S. and Canada.  TCGRx is an achievement-oriented company looking for competent, can-do people to help achieve our ambitious growth objectives and add to our continual improvement within the pharmacy automation industry.

Job Overview:

The Customer Support team is responsible for providing technical support to TCGRx customers across the United States and abroad. The team member ensures that all customer needs are promptly addressed by responding to customers’ requests, orders, questions and concerns in a timely manner, while exercising the highest level of service and quality. Qualified candidates for this position must have a passion for excellence, outstanding communication and organizational skills as well as the ability to readily build relationships over the phone. This position is full-time.

Experience Necessary:

Previous experience supporting and maintaining electromechanical equipment is a plus. An outstanding ability to work in a fast-paced, deadline oriented environment that requires complex technical skills and excellent decision making abilities. The ideal candidate is detail-oriented and possesses strong oral and written communication skills.

Specific Responsibilities:

  • Provides phone support to customers, Implementation Specialists and Field Service Engineers.
  • Documents customer issues into ticketing system.
  • Conducts remote troubleshooting, log file analysis and software patch deployments.
  • Supports TCGRx pharmacy system interfaces.
  • Escalates unresolved issues to Tier II Customer Support and/or FSS teams.
  • Must be able to travel up to 10% of the time.
  • Additional responsibilities as defined by Manager or Supervisor.
  • Participates in on-call rotation to support customers after-hours and on weekends.

Critical Attributes:

Dependability: Able to make on the spot responsibilities decisions while taking responsibility for resolving problems.   

Initiative: Identify what needs to be done and develops a plan to see it through to resolution. 

Creativity: A strong ability to research and troubleshoot unique technical issues and find resolutions to service issues in both a team environment and individually. 

Adaptiveness: Day to day management of routine activities while being able to change focus to resolve evolving priorities.

Qualifications:

This position requires a broad skillset in areas such as information technology and electromechanical systems usually obtained through the completion of a two-year degree program. Normally requires a minimum of two (2) years previous experience in a related field, including experience in a phone support/call center environment.

Minimum Skill Requirements:

  • Strong technical troubleshooting skills. 
  • Experience with SQL databases.
  • Great customer service and communication skills.
  • Experience with troubleshooting proprietary software.
  • PC troubleshooting (hardware/software)
  • Strong networking background including networking hardware.
  • Experience with computer peripherals including barcode scanners, biometric readers, touch-screens and printers.
  • Physical skills: Ability to lift 50lbs., and work for extended periods sitting, kneeling and standing
  • Visial skills: Visual demands require the employee to routinely read documents for general understanding. The employee is required to determine color differences when assembling/servicing equipment.

TCGRx is an equal opportunity employer. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law. We maintain a drug-free workplace.

To inquire about this position please call our headquarters at 262.279.5307 or send inquiries to [email protected]