Customer Support Representative Tier 1

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 is seeking a Customer Support Representative Tier 1**
- 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**:

- Bachelors Degree in computer science, systems engineering, electrical engineering, information technology, business administration, or similar vocations or equivalent experience.
- 5+ years of experience in a related field including experience in customer service and phone support; experience with software, mechanics or robotics.
- Electro-mechanical knowledge.
- Ability to describe/troubleshoot software issues and mechanical problems, as well as the interface workings between systems/devices using detailed workflow processes.
- Excellent computer skills and experience with relational databases, T-SQL, SQL Server, Windows OS; Microsoft Word, Excel.

**Essential Functions**:

- Provides phone support to customers and Field Service Representatives in order to resolve software and hardware issues.
- Performs remote troubleshooting, data-mining, log file analysis, and software patch installations.
- Supports a variety of interfaces and computer based robotic technologies, which automate medication dispensing and packaging in different pharmacy settings.
- Provides effective installation, preventive and corrective repair instructions for on-site repairs of customer equipment.
- Represents ARxIUM to the customer and provides effective professional communication regarding customer problems.
- Updates, reviews, and closes support tickets as required.
- Dispatches support requests to Field Service Representatives or third-party subcontractor for onsite repairs when required.
- Must be able to work varied hours (including weekend and holiday support) when assigned.
- Must be able to accommodate some travel for on-site installations and training.
- Performs related duties as assigned.

**We would love to meet you



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