• Researching advanced tickets that have been escalated beyond tier 2 support. This includes verifying and reporting program bugs and reviewing tickets for areas of additional training or documentation needs in support.
• Working with the Product Support Management team to verify that program bugs are duplicated and reported promptly and keeping in contact with the customer to provide resolution expectations throughout the ticket lifecycle.
• Working with Support Management to facilitate when additional training or documentation is needed for the support team.
• Providing empathy towards the client, as well as providing them with clear expectations of our standard procedures for handling these types of tickets.
• Working with each other and the PSM team to escalate cases that need assistance.

Required Candidate profile

• Intermediate knowledge of CLI (command-line interface) Both Linux and Windows
• Networking experience in a corporate environment (Understanding TCP/IP stack and network devices)
• Knowledge of Pharmacy Robots and other hardware
• RAID configuration and management experience
• Experience diagnosing and replacing computer hardware
• Networking experience (configuration, management, troubleshooting)
• Basic Domain / Active Directory experience
• Printer install, troubleshooting, and networking experience
• Command Prompt or Powershell knowledge
• General troubleshooting experience (Reading system logs and error codes to find solutions)
• 3+ years of Customer Service
• 3+ years of Pharmacy OR Technical Troubleshooting
• 1+ years of advanced TDS ticket troubleshooting
• 1+ years of Technical writing experience