Technical Support Representative

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Under close supervision of the Customer Systems Supervisor or other supervisory/management level associate in the facility, responsible for providing general support to customers that use internally developed ordering software and products. If you enjoy troubleshooting and solving problems, working in a collaborative environment, and are passionate about providing excellent customer service, this may be the opportunity for you! At Cencora, you will find an innovative and inclusive culture that is patient focused and dedicated to making a difference.

As an organization, we are united in our responsibility to create healthier futures.

• A Technical Software Support Analyst, under general supervision of the Technical Software Support Manager or other supervisory/management level associate in the facility, provides direct customer support for issues related to the use of our internally developed medical software.
• Responding to customer requests via phone, email, or chat.
• Asking clarifying questions.
• Troubleshooting software issues.
• Identifying issues with hardware, peripherals, and networks.
• Guiding customers through step-by-step solutions.
• Documenting detailed information in our tracking system.
• Updating clients on resolution progress.
• Assisting team members.
• When problems are complex or require advanced skills to resolve, Analysts consult with subject matter experts (SMEs), senior staff, and other departments to get the needed assistance.
• Analysts may also be assigned special projects that encourage ownership of your growth and provide opportunities to show off your skills.
• We value our customers and strive to build meaningful relationships with them.
• Our goal is to provide the best service possible while clearly communicating software guidance and technical solutions in a user-friendly, professional manner.
• Skillful communication with our clients is a key to providing a high level of service, and it’s why we require our Analysts possess advanced written and verbal communication skills.

• Excellent written and verbal communication skills.
• Experience using Windows and Microsoft Office applications.
• Good interpersonal skills.
• Ability to work independently and collaboratively in a team environment.
• Ability to prioritize workload and consistently meet deadlines, good time management skills.
• Strong organizational skills; attention to detail.
• Ability to learn new information quickly.
• Successful Analysts come from a variety of backgrounds including educators, 9-1-1 dispatchers, help desk technicians, call center associates, retail associates, customer service experts, and veterans.
• Experience or training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations are helpful, but not required.
• Educational backgrounds vary as well, from high school graduates to advanced secondary education to technical vocational training, or an equivalent combination of experience and education. All levels of qualified applicants are encouraged to apply.

• Experience with/understanding of database querying (SQL).
• Strong computer, networking and technical skills to operate effectively with company systems and programs.
• Two (2) to four (4) years’ experience in a customer service environment supporting PCs in a LAN environment.

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.

To encourage your personal growth, we also offer a variety…