Software Support Tier I

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Job Summary:

The Software Support Tier I serves as the Company’s first point of contact for incoming customer calls regarding the Company’s products, equipment and services. Positive interaction with customers and timely resolution of issues are critical components of the position. The Software Support Technician I must be an active listener who can calmly handle emotional customers and de‑escalate conflicts.

• Responds daily to incoming customer questions and emails related to issues or questions about the Company’s various software and hardware products or other services by identifying and resolving the issue(s).
• Provide user support on company‑supported applications and platforms.
• Independently resolve software issues and boost customers’ satisfaction with the Company.
• Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software.
• Document and maintain detailed records in the internal ticketing system of all interactions with customers.
• Collaborate on more complex issues, as necessary, with other Account Managers, Account Manager Leads, Support Manager, or different departments (i.e., Development) to respond to or resolve the issue.

• Associate degree in computer science, business management or related field preferred.
• High school diploma or equivalent required with experience as a Pharmacy Technician or support technician in a call center.

• Strong oral and written communication skills.
• Strong interpersonal, active listening, de‑escalation, and empathic skills.
• Strong analytical and problem‑solving skills, including creative thinking, to identify and resolve customer issues quickly and effectively.
• Ability to work as part of a team and collaborate effectively with coworkers.
• Working knowledge of Microsoft Office Suite.
• When applicable, the ability to use prior case history to determine the next step.
• Write clear, concise, and factual notes to the customer file regarding conversations or contact.
• Self‑motivated to become more knowledgeable about the Company’s products, services, and the pharmaceutical industry.
• Proven ability to balance, prioritize, and organize multiple tasks.
• Possess flexibility in scheduling to allow for occasional after‑hours work and overlapping weekend shifts.
• Ability to prioritize and complete all work tasks with minimal supervision.
• High level of professionalism and strong personal interaction skills.

• Previous call center experience with supporting Pharmacy Management Software.
• Preferred but not required, experience working as a Pharmacy Technician or in a related role.

• Uses independent judgment and discretion based upon the employee’s experience and knowledge of the products, equipment, and services.
• Exhibits good judgment and possesses ethical work values.

• Moderate to high levels of stress may be experienced.
• Position performed in a general office environment, home office, or approved remote workspace where physical work includes sitting, standing, reaching, kneeling, bending.

• Daily use of Microsoft Teams (phone), computer, printer, and other routine office equipment.
• Must have internet access.

• Little responsibility for the safety of others; job performed in an office setting with no hazardous materials or equipment.

• Position performed in an open office environment or approved remote work location.

• Red Sail Technologies Offices:
  Spartanburg, SC – Onsite
• Shreveport, LA – Onsite