Customer Support Representative Tier 2

6 months ago


Winnipeg, Canada ARxIUM Full time

ARxIUM is a leader in the development of advanced pharmacy technology and solutions. Here you have the opportunity to work with the best experts in the pharmacy health systems sector paving the way with innovative automation hardware and software technologies.

ARxIUM has been providing innovative solutions in the pharmacy automation space for over twenty years and currently serves customers in North America, Europe and Asia. We have offices in Winnipeg and the Chicago Area and work remotely in cities across North America and Europe.

**Required immediately, our Winnipeg Office is seeking a Customer Support Representative Tier 2**
- Competitive salary
- Medical/Dental/Vision benefits or Health Spending Account
- Company paid Life/ADD insurance
- RRSP/DPSP
- Educational assistance
- Flexible work schedule
- Generous paid time off
- Employee referral program
- Free parking

**Desired Skills and Experience**:

- Diploma or Degree in computer science, mechanical, electrical, computer, biomedical engineering; or equivalent experience is desirable.
- 3- 5+ years of experience in a Technical Support role, Tier 2 preferred.
- Proficiency with Database querying, Microsoft Office suite and experience with an incident management system.
- Knowledge of Oracle/Microsoft SQL.
- Bilingual in English and French.

**Essential Functions**:

- Supports case escalation from Tier 1 support.
- Provides end-user support to pharmacy staff.
- Analyzes malfunctions in equipment and provides instructions to the on-site Field Service Representative to repair the equipment utilizing knowledge of mechanics/electronics and using standard test instruments and hand tools.
- Interprets maintenance manuals, electrical schematics, and wiring diagrams.
- Maintains service documentation. Responsible for timely and accurate completion of all paperwork and reports.
- Liaisons with Product Development to determine solutions for unusual problems in the system.
- Query creation, reporting and analysis, including provision of quantitative operational metrics for measurement of efficiency, trend analysis and forecasting.
- Willing to work extended hours, as needed, in order to meet objectives.
- Flexible working hours are required, including nights and weekends.
- Performs related duties as assigned.

**We would love to meet you



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