Technical Support Representative I

Summary:

Under close supervision of the Customer Systems Supervisor or other supervisory/management level associate in the facility, responsible for providing general support to customers that use internally developed ordering software and products. If you enjoy troubleshooting and solving problems, working in a collaborative environment, and are passionate about providing excellent customer service, this may be the opportunity for you! At Cencora, you will find an innovative and inclusive culture that is patient focused and dedicated to making a difference. As an organization, we are united in our responsibility to create healthier futures.

Primary Duties and Responsibilities:

• A Technical Software Support Analyst, under general supervision of the Technical Software Support Manager or other supervisory/management level associate in the facility, provides direct customer support for issues related to the use of our internally developed medical software

• Responding to customer requests via phone, email, or chat

• Asking clarifying questions

• Troubleshooting software issues

• Identifying issues with hardware, peripherals, and networks

• Guiding customers through step-by-step solutions

• Documenting detailed information in our tracking system

• Updating clients on resolution progress

• Assisting team members

• In our collaborative environment, help is never far away

• When problems are complex or require advanced skills to resolve, Analysts consult with subject matter experts (SMEs), senior staff, and other departments to get the needed assistance

• Analysts may also be assigned special projects that encourage ownership of your growth and provide opportunities to show off your skills

• While our clients contact us via phone, email, and chat, we don’t consider ourselves a call-center because we do much more than take calls

• We value our customers and strive to build meaningful relationships with them

• Our goal is to provide the best service possible while clearly communicating software guidance and technical solutions in a user-friendly, professional manner

• Skillful communication with our clients is a key to providing a high level of service, and it’s why we require our Analysts possess advanced written and verbal communication skills

Required Skills and Qualifications:

• Excellent written and verbal communication skills

• Experience using Windows and Microsoft Office applications

• Good interpersonal skills

• Ability to work independently and collaboratively in a team environment

• Ability to prioritize workload and consistently meet deadlines, good time management skills

• Strong organizational skills; attention to detail

• Ability to learn new information quickly

• Successful Analysts come from a variety of backgrounds including educators, 9-1-1 dispatchers, help desk technicians, call center associates, retail associates, customer service experts, and veterans

• Experience or training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations are helpful, but not required

• Educational backgrounds vary as well, from high school graduates to advanced secondary education to technical vocational training, or an equivalent combination of experience and education, all levels of qualified applicants are encouraged to apply

Preferred Skills:

• Experience with/understanding of database querying (SQL)

• Strong computer, networking and technical skills to operate effectively with company systems and programs

• Two (2) to four (4) years’ experience in a customer service environment supporting PCs in a LAN environment

What Cencora 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. For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/NewYork/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Equal Employment Opportunity

Cencora 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.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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