Pharmacy Support & Implementation Specialist (Remote)

ECP is a market-leading SaaS software solution that enables senior living communities to better care for their residents. ECP partners with hundreds of pharmacies nationwide to supply 6,500+ communities with real-time electronic prescription updates. As our pharmacy client base expands, so does the need for talented pharmacy team members to support hundreds of real-time interfaces, vendor partnerships, and ECP’s pharmacy-integrated features.

We are looking for someone to play a critical role supporting pharmacy team outcomes and contribute to developing structure, process, and documentation that helps us standardize how we support our pharmacy partners as we scale.

We are based in Wisconsin, but we are open to the role being fully remote.

• Provide first-tier technical support to ECP pharmacy partners via email & phone. Monitor the Pharmacy Support telephone line and inbox, take calls and emails as they come in, and triage and respond in a timely manner
• Onboard new pharmacy partners by training, coordinating go-live plans with facilities, and executing data conversations
• Execute software interface installations
• Monitor & troubleshoot pharmacy server connections and other interfaces
• Troubleshoot client issues & concerns
• Help maintain pharmacy-integrated features of ECP
• Document technical processes and configurations
• Collaborate cross-functionally with Sales, Customer Support, Customer Success, Customer Implementation, Engineering, and Product teams to provide recommendations on process improvements and deliver to the customers’ expectations
• Help to develop best practices as the team grows
• Participate in after-hour and emergency coverage as required

Requirements

• Bachelor’s Degree preferred
• 2+ years of applicable experience in a similar role
• Customer service and technical support experience
• Computer networking knowledge preferred
• Pharmacy experience preferred
• Troubleshooting, problem solving, & critical thinking skills
• Windows/Microsoft Office knowledge
• Strong communication skills (written, over-the-phone, face-to-face)
• Technical writer, skilled with email etiquette
• Ability to manage multiple tasks, strong organization, and time management skills
• Willingness to learn new topics, responsibilities, and processes as our business grows and evolves