Technical Support Specialist I
$62,500–$72,000 year
On-siteIndianapolis, Indiana, United States
Job Summary
Support NEXiA automated pharmacy fulfillment solutions in live production environments by serving as the initial point of contact for customer technical issues via phone, email, or ticketing system. Troubleshoot hardware, automation, network connectivity, and configuration problems using diagnostic tools and logs to identify failures or determine if components require RMA. Walk customers through step-by-step solutions, issue replacement shipments, and coordinate software or firmware updates while accurately logging all tickets and findings. Perform incident triage, classify severity, and escalate appropriately to meet established SLA targets. Follow documented workflows and provide updates to troubleshooting guides or knowledge-base documentation as needed.
Required Qualifications
- Associates degree
- 1+ years of experience in a technical support, help desk, or customer service environment
- equivalent proven experience
- Strong analytical, troubleshooting, and problem-solving skills
- ability to investigate and resolve technical issues
- Compliance responsibilities (HIPAA, PHI Handling)
- secure handling of logs, access, and credentials
- Excellent verbal and written communication skills
- Professional, customer focused demeanor
- ability to remain composed under pressure
- Effective communicator with both technical and non-technical stakeholders
- Organized, analytical, and methodical in troubleshooting
- Ability to perform remote troubleshooting
- ability to guide customers of varying technical skill levels
- Applicants must be authorized to work for ANY employer in the U.S.
Desired Qualifications
- Experience in healthcare or pharmacy-related environments
- Experience supporting integrated software and hardware solutions in production environments
- Basic familiarity with Microsoft Windows desktop and server operating systems
- Familiarity with support platforms such as Salesforce, ServiceNow, Zendesk, or Jira
- Basic of client-server applications
- networking fundamentals (TCP/IP, DNS, VPN, etc.)
- firewall operations
- SQL & relational databases
- Windows desktop and Server OS
- Proficient with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook)
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