Inbound Healthcare Professional IT Support CSRs $15-20 DOE



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Valid City, State or Zip Code

San Antonio

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Branch Information

San Antonio, TX - Downtown - (USA) 6243 IH 10 West Suite 110 TX San Antonio , TX 78201

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Job Description

Inbound Healthcare Professional IT Support CSRs $15-20 DOE

The Service and Support team provides technical service and field support to healthcare providers dispensing patient medications via electronic devices. The Technical Support Center is responsible for delivering an exceptional customer support experience through consistent and timely issue resolution. The main goal of the CSR is to provide dedicated phone support and assist in resolving minor technical issues with Pyxis equipment. This role is 70% customer service driven and 30% technical driven.

Service Orientation, Initiative, & Quality

· Quickly addresses and provides triage for inbound calls

· Demonstrates effective use of phone and email for communication channel

· Writes clear and succinct information when documenting case management

· Applies basic troubleshooting and knowledge to maintain high levels of data quality and integrity (accuracy in creating case and providing appropriate detail within CRM tool)


· Sets and maintain a conscious balance of expectations and timelines

· Follows process checklists & collaboration process

· Organizing time effectively and utilizing self-management habits that lead to increased productivity

Problem Solving / Decision Making

· Accurately assesses priority level with limited coaching

· Demonstrates ability to efficiently assess issues both independently and by consulting with senior agents/peers for next steps


Associates degree in Computer Science or 2+ years equivalent experience

A+ and N+ Certifications preferred but not required

General Experience:

Minimum of 1-year experience in technical support or 2-years experience in customer service, preferably in a contact center environment

Able to balance multiple tasks in a fast paced environment with many forms of communication including Instant Messenger, email, and phones

Excellent documentation skills including detailed case notes while on the phone with a customer

Skills, abilities, and an In-depth knowledge of general computer terms and navigation

Preferred Technical Experience:

Ability to communicate technical solutions/recommendations to a non-technical audience

Entry Level Software installation and troubleshooting

Entry Level Hardware Installation and troubleshooting

Entry Level Windows Server (2008+) and Desktop Administration (Win7+)

Entry Level Installing peripherals (Scanners, Printers...)

Entry Level of Networking topology, terminology, commands