Software Support Tier I

Software Support Tier I – Red Sail Technologies

Total support for our software applications and customer service.

Job Summary

The Software Support Tier I serves as the company’s first point of contact for incoming customer calls regarding our products, equipment, and services. Positive interaction with customers and timely resolution of issues are critical components of the position. The technician must be an active listener who can calmly handle emotional customers and de‑escalate conflicts, especially when a pharmacy customer is attempting to resolve an issue for their end‑customer.

Key

Duties

• Respond daily to incoming customer questions and emails regarding software and hardware issues.
• Provide user support on company‑supported applications and platforms.
• Independently resolve software issues and boost customer satisfaction.
• Guide users through diagnostic and troubleshooting processes, including the use of diagnostic tools and software.
• Document and maintain detailed records in our internal ticketing system of all customer interactions.
• Collaborate on complex issues with other teams such as Account Managers, Support Manager, or Development as needed.

Education / Training

• Associate degree in computer science, business management, or related field preferred.
• High school diploma or equivalent required with experience as a pharmacy technician or call‑center support technician.

Required Work Experience / Skills

• Strong oral and written communication skills.
• Active listening, de‑escalation, and empathy skills.
• Analytical and problem‑solving skills, including creative thinking to resolve customer issues quickly.
• Teamwork and collaboration abilities.
• Working knowledge of Microsoft Office Suite.
• Ability to use prior case history to determine next steps.
• Write clear, concise, factual notes to the customer file.
• Self‑motivated to learn product and industry knowledge.
• Balance, prioritize, and organize multiple tasks.
• Flexible scheduling for occasional after‑hours work, including rotating weekend shifts.
• Prioritize and complete tasks with minimal supervision.
• High professionalism and strong interpersonal interaction skills.

Preferred Work Experience / Skills

• Previous call‑center experience supporting pharmacy management software.
• Experience as a pharmacy technician or similar role.

Discretionary Judgment

• Use independent judgment and discretion based on experience and product knowledge.
• Demonstrate good judgment and ethical work values.

Physical Demands, Working Conditions, and General Employment Guidelines

• Moderate to high stress levels may be experienced.
• Work performed in an office environment, home office, or approved remote space involving sitting, standing, reaching, kneeling, and bending.

Equipment

• Daily use of Microsoft Teams (phone), computer, printer, and routine office equipment.
• Must have reliable internet access.

Safety To Self and Others

• Little responsibility for the safety of others. Work performed in an office setting without hazardous materials.

Working Conditions / Hazards

• Work performed in an open office environment or approved remote location.

Available Shifts

• 8 AM–5 PM, 9 AM–6 PM, and 10 AM–7 PM CST.

Work Location

• Red Sail Technologies – Oakbrook, IL

Seniority Level

• Entry level

Employment Type

• Full‑time

Job Function

• Information Technology

Industries

• Software Development

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