Customer & Technical Support Specialist

RxSafe is a dynamic and innovative technology company that specializes in developing cutting-edge software solutions with seamless hardware integration.

This position will provide support for our customers and will perform troubleshooting and root cause analysis of our pharmacy automation products.

• Respond to customer support requests for assistance via phone, email, chat, and portal tickets using remote control tools.
• Provide first‑level contact and problem resolution for all users with hardware, software, and application problems.
• Analyze and solve complex problems using advanced troubleshooting skills.
• Gather data and create, compose, and edit written materials, KB articles, and reports.
• Be highly self‑motivated and capable of working both on a team and independently.
• Meet tight project deadlines.
• Show excellent attention to detail and a sense of urgency.
• Demonstrate strong communication and interpersonal skills.
• Obtain and convey concise problem information for external and internal service and engineering personnel.
• Maintain accurate and timely documentation of problems, notes, and resolutions for all incidents in the ticketing system.
• Maintain inventory of all equipment, software, and software licenses in the field.
• Escalate problems as appropriate.
• Utilize world‑class customer service skills.
• Participate in the on‑call rotation to cover extended hours.
• Spot trends and patterns, review and recommend modifications to team procedures that enhance efficiencies and promote cost savings.
• Assist with other duties as assigned.

• 3+ years in pharmacy/health care – (retail preferred).
• 3+ years of prior contact center/call center experience.
• 3+ years of solid experience troubleshooting Microsoft Windows operating systems.
• Experience working with pharmacy automation equipment & robotics hardware is preferred.
• Strong hardware and software experience.
• Experience using service management (ticketing) systems;
  Zen Desk preferred.
• Experience using VPN, RDP, Team Viewer, and other remote admin tools.
• Familiar with MS SQL Server 2008/2012 (can write basic queries & subqueries, fulfill data requests from customers, etc.).
• Familiar with networking (IP address, routers, switches, DNS).
• Critical thinking skills.
• Mechanical or electro‑mechanical experience is highly desirable.
• C# or other coding experience is a plus.
• Motion controller software experience a plus.

This position requires frequent sitting, standing, walking, talking, hearing, use of hands and fingers, and reaching with hands and arms. It also requires occasional stooping, kneeling, crouching, and twisting and turning of your head. The incumbent is required to lift and carry up to 25 pounds. This position requires good close, distance and color vision.

$25.00 - $29.00/hour DOE

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.