Customer Support Representative

2 months ago

Winnipeg, Canada ARxIUM INC Full time

**Are you ready to be apart of changing the game for pharmacy automation with next generation solutions? Come join us**

**Who We Are**:
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.
- 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
- Competitive salary

**About The Role**:
A Customer Support Representative Tier 1 is responsible for providing technical phone and remote support to internal and external ARxIUM customers throughout the United States, Canada and abroad.

**This position is a hybrid role based in Winnipeg, MB.**

**What You'll Be doing**:

- Provide phone support to customers and Field Service Representatives in order to resolve software and hardware issues.
- Perform remote troubleshooting, data-mining, log file analysis, and software patch installations.
- Support a variety of interfaces and computer based robotic technologies, which automate medication dispensing and packaging in different pharmacy settings.
- Provide effective installation, preventive and corrective repair instructions for on-site repairs of customer equipment.
- Represent 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.

**Who We're Looking For**:

- 3+ years of customer service and phone support experience in a related field.
- Bilingual in English and French
- Excellent computer skills (Windows OS; Microsoft Word, Excel)
- Ability to describe/troubleshoot software issues and mechanical problems, as well as the interface workings between systems/devices using detailed workflow processes.
- Ability to describe/troubleshoot software issues and mechanical problems, as well as the interface workings between systems/devices using detailed workflow processes.
- Electro-mechanical knowledge.
- Certification or Diploma in a technical field or equivalent experience is preferred
- Experience with software, mechanics, robotics and relational databases (T-SQL & SQL Server) is considered an asset.

**WE would love to meet you**

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