Friday, October 25, 2013

Help Desk Coordinator - UNIX

Our client is seeking a Help Desk Coordinator in Atlanta, Georgia (GA).


Responsible for screening, referring and diagnosing internal or external inquiries and work requests as they relate to maintenance of pharmacy management, point of sale and related systems. May assist in performing minor troubleshooting in the identification of applicable problems relating to pharmacy management servers, point of sale servers, applications software and basic information systems communications.

Key responsibilities include but are not limited to:

  • Provide customer support by answering inbound calls and troubleshooting customer issues relating to the pharmacy application, third party payer information and computer hardware

  • Document accurately and timely in the CRM with the appropriate actions taken to ensure customer-centric service

  • Engage in departmental programs that generate revenue, improve customer retention and influences customer perception while balancing efficiency with efficacy

  • Adhere to processes and procedures outlined in the departmental SOP

  • Adhere to company policies and HIPAA Privacy Act Standards at all times; including internal and external correspondence and maintain confidentiality of patient and proprietary information.

  • Sustain working knowledge of all supported company products; demonstrating the ability to stay current with pharmacy system and industry information, changes and updates

  • Contribute to maintaining pre-defined departmental SLA's

  • Provide after-hours and weekend support on a rotational basis with other Level 1 Agents

Education: High School diploma, vocational training or equivalent

Experience: Entry level experience

Knowledge/Skills: May have knowledge of a wide variety of software, hardware and PC operating systems is preferred

Additional Skills: UNIX, point of sale, credit card processing, technical troubleshooting

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