Experienced Customer Technology Support Specialist – Pharmacy to Patient Shipping Solutions

Are you passionate about delivering exceptional customer experiences and driving continuous improvement in technology systems? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join our innovative team at blithequark, where we're united in our responsibility to create healthier futures for people and animals everywhere. As a Customer Technology Support Specialist at blithequark, you'll play a critical role in ensuring our proprietary shipping platform and real-time tracking technology function seamlessly for our customers. You'll collaborate with senior leadership to develop strategic initiatives that enhance customer interactions, work with cross-functional teams to resolve issues promptly, and provide software support to diagnose and resolve technical problems. Your expertise will be essential in maintaining, billing activities, and managing system tools and databases, while contributing to cross-functional projects aimed at improving organizational effectiveness through real-time tracking technology and continuous improvement processes.

Job Summary:

The Customer Technology Support Specialist will be responsible for providing exceptional customer support, troubleshooting technical issues, and collaborating with cross-functional teams to drive continuous improvement in our technology systems. This role requires strong technical troubleshooting skills, excellent communication and interpersonal skills, and the ability to analyze processes and recommend improvements.

Key Responsibilities:

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Cross-Functional Collaboration for Customer Experience:

+ Work closely with the Real-Time Tracking Analyst and the Systems and Support Analyst to ensure the best possible customer experience for users of our Real-Time Tracking technology and proprietary shipping platform + Collaborate with the sales team, customer success, solutions, and other departments to enhance organizational effectiveness and overall customer experience + Champion opportunities for continuous improvement in the customer experience, both internally and externally

Process Improvement:

+ Identify and propose process improvements for Real-Time Tracking and proprietary shipping platform based on observed patterns or feedback to enhance overall efficiency + Review and evolve processes for tracking, overseeing, and organizing customer interactions throughout their lifecycle + Contribute to organizational growth by ensuring processes are followed and customer issues are resolved in a timely manner

Metrics and Reporting:

+ Create, analyze, and report on key performance indicators for Real-Time Tracking and proprietary shipping platform + Provide regular feedback, insights, and action plans for areas of improvement, aiming for 93% or higher on-time shipment delivery

Technical Assistance:

+ Provide technical assistance by troubleshooting complex questions and supporting users with system interactions for Real-Time Tracking and proprietary shipping platform

Issue Resolution:

+ Accurately assess and resolve issues related to system functionality and user access

Ticket Management:

+ Create and track ABF tickets to ensure security, integrity, and compliance of systems + Provide timely updates to customer on status of open ticket

Project Management:

+ Prepare detailed project timelines and monitor the project team's efforts to ensure key milestones are achieved on time

Healthcare Workflow Understanding:

+ Understand healthcare organization workflow processes to ensure system content remains accurate and current; conduct internal and external training

Software Changes:

+ Participate in programming and testing of software changes, coordinating the development of supporting documentation and user training

Consultation:

+ Work with product management and commercial teams to translate customer and business requirements into technical and procedural designs for new or revised applications

API Management:

+ Collaborate hands-on in managing APIs that integrate pharmacy systems to ensure proper data exchange and functionality

Efficiency Analysis:

+ Analyze processes and make recommendations for improvements, assisting in creating targeted solutions to address identified deficiencies

Change Management:

+ Coordinate effective implementation and support of Change Management; partner with the sales team for client onboarding, implementation, and launch

Accounting Coordination:

+ Work with the accounting department and business unit managers to provide timely and accurate invoices and onboarding information to customers

Policy Compliance:

+ Follow blithequark policies and procedures, ensuring compliance with HIPAA and safeguarding protected health information (PHI)

Special Projects:

+ Assist with special projects as requested by management

Backlog Management:

+ Manage the backlog of open items to ensure they are processed or escalated to the appropriate team for resolution

Required Skills and Qualifications:

* Strong technical troubleshooting skills and experience in providing user support

• Excellent communication and interpersonal skills to interact with internal and external customers
• Ability to analyze processes and recommend improvements
• Familiarity with healthcare organization workflows and software systems
• Experience in project management and coordinating cross-functional teams
• Knowledge of HIPAA regulations and data security best practices is a plus

What blithequark Offers:

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

Salary Range:

$42,600 - $60,940 (National Average)

Equal Employment Opportunity:

blithequark is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

How to Apply:

If you're passionate about delivering exceptional customer experiences and driving continuous improvement in technology systems, we invite you to apply to this exciting opportunity at blithequark. Apply for this job