Customer Support Analyst I - (Candidate Pipeline Req)

PharMerica Corporation
Tampa, Florida
Jun 13, 2018
Jun 15, 2018
Essential Functions Must be flexible with work schedule.

Service Desk Hours of Operation: 7 Days a week 365 days a year - 24-hour On Site Coverage.

Provide front line support for all PC desktop technology and host computer systems.

Serve customers/callers with timely, friendly and quality support.

Offer personal computer troubleshooting and defined resolution support.

Prioritize and analyze customer s requests.

Works with PharMerica Employees and External Customers by answering phone calls, emails and self service tickets routed in a queue system in a timely manner.

Ensure compliance with Service Level Agreements established by management.

Assign help desk cases to the appropriate support group as defined in the IT Service Level Agreement escalation procedures.

Follow up with support staff and with customer to ensure timely and satisfactory issue resolution.

Log and track all calls, emails or faxes using the Help Desk automated software management tool therefore maintaining historical reports on individuals and issues.

Maintain the integrity of the data within the Service Management tool by accurately documenting all support efforts within the tickets.

Tickets are required to be documented real time with accurate categorization, prioritization, spelling and grammar.

Communicate System Problems/Downtime to team members in a timely manner.

Maintain compliance with Help Desk work instructions, processes and procedures.

Adhere to the Help Desk Attendance Policy to ensure proper coverage for end user support.

Conducts in accordance with the standards set out in the Company s Code of Business Conduct & Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.

Performs other tasks as assigned.

Minimum Education/Learning Experience.

Required: High School Diploma or GED, Technical School, Desired: Associates Degree or equivalent experience, Work Experience.

Required: 2 years customer service experience, 2 years Technical Problem Solving Skills, 2 years Proficiency with Pharmaceutical Support Applications/Services (AS400, EZ-MAR, eMessaging, ViewMasteRx, RxNow, DocuTrack, MTS, Servers).

Desired: Working Knowledge of ITIL & Service Desk/Call tracking software; Leadership Experience.


Required: Customer Service Orientation.

Communications (Listening, Persuasiveness, Oral, Written).

Documentations (Grammar, Spelling, Speed & Accuracy).

Service Desk Operations.

Complaint Resolution.

Problem Solving and Resolution.

Service & Operational Level Agreement understanding (SLA & OLA).

People (Team Orientation, Judgment, Interpersonal Relations, Results/Goal Orientation, Resiliency/Adaptability).

Conflict resolution.

Preferred: Service Desk Call Tracking/Reporting, Licenses/Certifications.

Required: HDI Certified Help Desk Agent and/or ITIL Certification.

Desired: A+ Certification, MCSE certification, Behavior Competencies.

Required: Customer Service Orientation.

Excellent communication skills.

Proven trouble-shooting and problem solving.

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