Remote Software Support (Pharmacy Management System)

I am actively looking for someone to join our support department. Let me explain the job.

We are actively taking on new pharmacies on our software platform and these new pharmacies are all relatively needy in the first 30-60 days of transitioning to our platform. During that time they will open on average 30-40 tickets, some stores more and some less. After that, there is a trickle of ongoing support. Currently we are handling 1,000 conversations with our customers per month.

90% of our support is handled through email and about 10% requires phone calls and screen sharing tools. Support does not answer the phone, but responding to a ticket via the phone is sometimes necessary.

Support tickets generally include things like:

1. Bug reports
2. Feature requests
3. Major issues that could potentially take the store offline and need immediate attention
4. Training and or misunderstandings about the software or workflow that need to be corrected
5. Requests for investigation into something that seems odd
6. Questions about insurance rejections that are difficult to solve
7. Issues with hardware integrations
8. Configuring printers and doing label adjustments
8. Lots of misc...

Initially the job description is just to work directly with our head of support to learn how best to answer these, learn how the software works, help with handholding new stores as they start using our platform. And generally work hard to keep our customer service reputation high while we are in a tough growth phase of the company.

For your first 2-3 months you will be trained on live tickets and a trainer will have to walk you through handling each request. The goal though is to download everything we know and what is in our knowledge base to you and have you help us document answers to questions back into our knowledgebase to make subsequent requests easier and easier.

Some requirements:

* Availability mon-fri 8a-6p EST at least 40 hours per week.
* Willingness to work in a startup environment where there are not well established company policies and procedures. There will be times where you will feel stranded and not have someone to ask for help.
* Good email and phone etiquette
* Good typing speed also helps to keep requests moving
* Ability to learn quick

We are a self funded company with no outside investments with a two year track record of sustainable growth. We operate within our own cash flow.