Software Support Tier I

Job Category

Customer Service and Support

Requisition Number

SOFTW
001188

• Posted:
  November 3, 2025
• Full-Time
• On-site

Locations

Shreveport, LA 71101, USA;
Spartanburg, SC 29306, USA

The Software Support Tier I serves as the Company’s first point of contact for incoming customer calls regarding the Company’s products, equipment and services. Positive interaction with customers and timely resolution of issues are critical components of the position. The Software Support Technician I must be an active listener who can calmly handle emotional customers and de‑escalate conflicts since many issues arise because a pharmacy (our customer) is attempting to resolve an issue for the pharmacy’s customer who is standing in front of them.

Key

Duties

• Responds daily to incoming customer questions and emails relating to issues or questions about the Company’s various software and hardware products or other services by identifying and resolving the issue(s).
• Provides user support on company‑supported applications and platforms.
• Independently resolves software issues and boosts customer satisfaction with the Company.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software.
• Documents and maintains detailed records in our internal ticketing system of all interactions with customers.
• Collaborates on more complex issues, as necessary, with other Account Managers, Account Manager Leads, Support Manager, or different departments (i.e. Development) to resolve the issue.

Education / Training

• Associate degree in computer science, business management or related field preferred.
• Or high school diploma or equivalent required with experience as a Pharmacy Technician or support technician in a call center.

Required Work Experience / Skills

• Strong oral and written communication skills.
• Strong interpersonal, active listening, de‑escalation, and empathic skills.
• Strong analytical and problem‑solving skills, including the ability to think creatively (outside the box) to resolve product issues quickly and effectively.
• Ability to work as part of a team and collaborate effectively with coworkers.
• Working knowledge of Microsoft Office Suite of products.
• Ability to use prior case history to determine the next step.
• Write clear, concise, and factual notes to the customer file regarding conversations or contact.
• Self‑motivated to become more knowledgeable about the Company’s products and services, as well as the pharmaceutical industry.
• Proven ability to balance, prioritize, and organize multiple tasks.
• Possess flexibility in scheduling to allow for occasional after‑hours work, including a rotating weekend shift.
• Ability to prioritize and complete all work tasks with minimal supervision.
• High level of professionalism and strong personal interaction skills.

Preferred Work Experience / Skills

• Previous call center experience with supporting Pharmacy Management Software.
• Preferred but not required, experience working as a Pharmacy Technician or in a similar role.

Discretionary Judgment

• Uses independent judgment and discretion based upon the employee’s experience and knowledge of the products, equipment, and services.
• Employs good judgment and maintains ethical work values.

Physical Demands, Working Conditions, and General Employment Guidelines

• Moderate to high levels of stress may be experienced in the performance of the job.
• The position is performed in a general office environment, home office, or approved remote workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending.

Equipment

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

Safety to Self and Others

• Little responsibility for the safety of others. Job is performed in an office setting with no hazardous materials or equipment.

Working Conditions / Hazards

• The position is performed in an open office environment or approved remote work location.

Work Location

• Red Sail Technologies Offices, Spartanburg, SC – Onsite
• Red Sail Technologies Offices, Shreveport, LA – Onsite

Qualifications Education

High School or better.

Experience Licenses & Certifications Preferred

Pharmacy Tech

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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