Enterprise Support Analyst
Enterprise Support Analyst
Posted on :
11-04-2025
Employer Active
1 Vacancy
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Job Description
KEY RESPONSIBILITIES:
- Handle 15 calls emails and chats daily in a fastpaced environment while maintaining a professional and polished delivery.
- Communicate effectively in written and verbal formats via email chat web meetings and direct client interactions.
- Engage proactively with Enterprise Clients to ensure timely resolution and exceptional customer satisfaction maintaining key performance indicators 90 FirstCall Resolution) and SLAs 90 of all calls answered within 60 seconds).
- Develop deep expertise in PrimeRx configurations interfaces and environments to provide specialized support including troubleshooting both hardware and software issues insurance rejections and system functionality concerns.
- Conduct root cause analysis and handle escalations from other departments.
- Troubleshoot hardware and networking issues including system configurations device connectivity and infrastructure challenges within Citrix Azure and cloudbased environments.
- Collaborate with Enhanced Client Services Installation & Support Service Management TechOps and Subject Matter Experts to resolve complex technical issues efficiently.
- Participate in weekly Customer Success meetings providing updates on pending and escalated tickets.
- Stay up to date with product changes industry developments and organizational updates to enhance troubleshooting capabilities and maintain a 90 FirstCall Resolution.
- Assist in reviewing Enterprise Customer Installations to help customers and internal support teams stay knowledgeable across multiple products including pharmacy management software apps APIs interfaces hardware and networking solutions.
- Escalate critical client issues to Enterprise Team Leads Subject Matter Experts Principal Analysts TechOps or Development Teams as necessary.
JOB COMPETENCIES:
- Associates degree or Technical School/Industry Certifications such as MCSE ITIL ISO 9001 HDI or Pharmacy Technician Certification preferred.
- 35 years of related experience in hardware/software technical support role or Retail/LTC/Mail Order/Specialty pharmacy experience preferred.
- Experience working with/supporting pharmacy management software is highly preferred.
- Familiarity with pharmaceutical terminology and processes.
- Strong ethic and meticulous mindfulness.
- Excellent analytical skills sound reasoning abilities and of sound judgment.
QUALIFICATIONS:
- Bachelors degree in information technology Computer Science or related field; or equivalent work experience.
- Minimum of 23 years of experience in a technical support role preferably in a Tier 2 capacity.
BENEFITS:
- Refreshments & Dining HQ
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401k Safeharbor plan match up to 4
- HSA/FSA/Commuter
- Paid STD/Life
- Employee discount program
- Employee assistance program
- Spring Health mental wellbeing program
- Paid Paternity Leave
$24 $26 an hour
The hourly rate for this position may vary depending on the candidates location due to regional cost of living differences. Final compensation will be determined based on the candidates skills experience and educational background. As such the hourly range is subject to adjustment to align with market conditions and company policies.
About PrimeRx
PrimeRx developed by Micro Merchant Systems is the premier pharmacy management software solution for pharmacies of every size. PrimeRx is an awardwinning allencompassing solution that automates core functions streamlines workflows and empowers pharmacies to provide exceptional patient care. With its intuitive adaptable interface pharmacies can customize their experience placing patients at the forefront. PrimeRx is trusted by thousands of pharmacies nationwide and was recently acknowledged for innovation by the American Business Awards. PrimeRx is the catalyst for transforming your pharmacy and enhancing patient care.
Explore its potential at primerx
Our hiring process is in compliance with applicable law. All persons hired are required to verify identity and work eligibility and complete employment eligibility verification.
We do not accept unsolicited headhunter and agency resumes. We will not pay fees to any thirdparty agency or Company that does not have a signed agreement with PrimeRx. PrimeRx is an equalopportunity employer.
We eagerly seek applicants of diverse backgrounds and hire without regard to race color gender identity religion national origin ancestry citizenship physical abilities (or disability) age sexual orientation veteran status or any other characteristic protected by law.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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