Customer Support Representative - Tier 2

February 28

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ARxIUM

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ARxIUM is a technology-driven company transforming the pharmacy sector by integrating software and technology into a centralized platform for processing and dispensing medication orders. Their solutions aim to enhance patient care through automation, coordination, and improved control over cost and quality of healthcare services.

201 - 500 employees

Founded 2015

⚕️ Healthcare Insurance

☁️ SaaS

💊 Pharmaceuticals

💰 $7.6M Venture Round on 2007-10

📋 Description

• A Customer Support Representative Tier 2 is a subject matter expert on our Company’s products and our Customers’ processes • Responsible for providing advanced technical support, investigating, analyzing, in order to resolve complex support case escalations and communicate with customers • Perform tasks related to departmental projects and operational support • Supports case escalation from Tier 1 support • Provides end user support to pharmacy staff • Analyzes malfunctions in equipment and provides instructions to the on-site Field Service Representative to repair the equipment • Interprets maintenance manuals, electrical schematics, and wiring diagrams • Maintains service documentation • Responsible for timely and accurate completion of all paperwork and reports • Maintains expert-level knowledge of the Company’s Products • Timely communication with the Customer Support team regarding changes, system interruptions, new tools and documentation resources • Assists with department project initiatives, related reporting and documentation • Contributes to a customer-focused environment that encourages information sharing, team-based resolution activity • Provides assistance, mentoring, training team members of the Customer Success - Technical Support Center • Willing to work extended hours, as needed, in order to meet objectives

🎯 Requirements

• Must be bilingual in English and French • Broad technical knowledge base including mechanical, electrical and software • Strong analytical problem solving and decision making skills • Ability to handle difficult or sensitive situations • Excellent time management and organizational skills • Must have excellent computer skills • Proficiency with Database querying, Microsoft Office suite and experience with an incident management system • Familiar and/or trained with technical support know-how, blueprints, schematics, manuals, and other specifications • Good customer service skills and adaptable to changing environments • Good written/reading communication skills • Beneficial to know Oracle/Microsoft SQL

🏖️ Benefits

• Medical, dental, and vision benefits or Health Spending Account • Company-paid life/ADD insurance • RRSP/DPSP • Educational assistance • Flexible work schedule and generous paid time off • Employee referral program • Competitive salary