Product Support Specialist

Position summary

This individual is responsible for being the expert on how Sentry’s products, Sentinel® and Sentrex® operate and their best practices. This role involves frequent customer interaction and you will be required to respond to incoming questions from the product support line and cases to provide product knowledge to customers.

Position description

  • Provide expert product knowledge support to Sentry customers
  • Cover support line hours of operation
  • Provide upper-level support to customer’s questions and problems as well as any anticipated issues
  • Answer incoming customer questions from both the product support line and customer-submitted cases
  • Maintain clear case notes relating to customer requests from the support line and portal following established standards
  • Proactively communicate the current status of open cases to customers including missing required information, progress updates and steps to resolution
  • Create and enhance internal and external documentation of product features
  • Work with technical client support when potential bugs are identified or when in-depth, technical analysis is required
  • Perform other duties as assigned

Qualifications / requirements

  • 5+ years of experience in hospital/health-related area or equivalent combination of related experience
  • Pharmacy-related experience required in hospital and/or retail, pharmacy degree preferred
  • Problem-solving skills, resourcefulness and assessment skills
  • Experience with customer support activities with sensitivity to customer needs and expectations
  • Must demonstrate a commitment to superior quality customer service
  • Assume responsibility for all customer incidents; communicate status and expectations and escalate
  • Accurately document all support activity in the tracking system in a timely manner
  • Excellent oral/written communication skills
  • Organization and time management skills
  • Accomplish follow-through and prioritize workloads
  • Ability to communicate with supervisor in order to prioritize workload and determine priorities
  • Flexibility to schedule changes and the ability to adjust to rapidly changing conditions
  • High level of computer proficiency required for Microsoft Office (Word, Excel, and PowerPoint), PC, printers, computerized voice and e-mail systems
  • Ability to understand and articulate basic Sentry Data Systems’ processes.
  • Required travel expectation minimal
  • Fast learner, able to understand new products/features and business objectives quickly
  • Organizational skills to help track issues and improve documentation
  • Ability to establish and maintain professional working relationships with all levels of staff, clients and the public
  • Adept at building productive cross-departmental relationships
  • Ability to work with minimal daily supervision
  • Willingness to be part of a team-unit and cooperate in the accomplishment of departmental goals and objectives

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Diversity creates a healthier atmosphere: Sentry Data Systems, Inc. is an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.