Job description

ConnectiveRx is a leading, technology-enabled healthcare services company. We work strategically with hundreds of biopharmaceutical manufacturers to help commercialize and maximize the benefits of specialty and branded medications. Our mission is to simplify how patients get on and stay on therapy. We fulfill our mission by providing our customers with innovative services such as patient and provider messaging, the design and operation of copay, vouchers and patient affordability programs, and hub services, all of which accelerate speed-to-therapy and help improve outcomes for manufacturers, healthcare providers and patients.

ConnectiveRx was formed in 2015 by bringing together the industry-leading business of PSKW, PDR/LDM, Careform (2017) and The Macaluso Group (2018) to advance our technology-driven expertise in providing state-of-the-art commercialization solutions. To learn more about our company, visit ConnectiveRx.com

Job Description

Shift: 10:30 AM - 7:00 PM

What you will do:
This position is the first line of response for customers requiring assistance with the company's pharmaceutical software solution. The Software Support Specialist is responsible for resolving software issues via phone, email and chat by identifying, researching and resolving basic to moderate technical issues in a customer-focused manner according to quality and customer standards.

Essential Functions

• Identify, research, and resolve technical problems of a basic to moderately complex nature.
• Receive and respond to telephone, chat and email requests for assistance.
• Help determine and implement solutions of moderate complexity.
• Document, track, and monitor the problem to ensure a timely resolution.
• Provide extraordinary customer service when responding to client inquiries.
• Act as an advocate for the customer by accurately documenting client feedback to participate in software enhancement processes.
• Utilize the software support ticketing system to track all client reported issues.
• Set up new accounts through data entry and maintain Excel spreadsheets with extreme accuracy.
• Correspond with other software support staff regarding complex issues and updates.
• Escalate high complexity issues to Level 2 support staff.
• Other duties and projects as assigned.

What we’d like from you:
Qualifications:

• Minimum of two (2) years of related Software Support experience, preferred.
• Strong computer literacy skills with an emphasis on software knowledge, web applications.
• Intermediate MS Excel skills, required.
• Experience with Zendesk and JIRA ticketing systems preferred.
• Excellent verbal and written communication skills, required.
• Ability to multi-task and maintain a positive attitude.
• Must possess outstanding telephone presence with customers and ability to independently organize follow-up works.
• Must have strong customer focused, service-oriented attitude

Education

• Associates or Bachelor’s degree or equivalent work experience preferred.

Why work with us?

• Excellent company culture, fun events, and volunteer opportunities
• Competitive benefits (medical, dental, vision & more)
• 401k package with dollar-for-dollar match-up
• Generous PTO and paid holidays days offered
• Opportunities to grow professionally and personally
• Team-oriented atmosphere

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Equal Opportunity Employer: This employer (hereafter the Company) is an equal opportunity employer and does not discriminate in recruitment, hiring, training, promotion, or other employment policies on the basis of age, race, sex, color, religion, national origin, disability, veteran status, genetic information, or any other basis that is prohibited by federal, state, or local law. No question in this application is intended to secure information to be used for such discrimination. In addition, the Company makes reasonable accommodation to the needs of disabled applicants and employees, so long as this does not create an undue hardship on the Company or threaten the health or safety of others at work. This application will be given every consideration, but its receipt does not imply that the applicant will be employed.

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