Customer Technology Support Specialist

Summary:

The Customer Technology Support Specialist, under the direction of the Customer Service Manager, ensures a positive customer experience throughout the lifecycle of the proprietary shipping platform and real-time tracking technology. This role involves collaborating with senior leadership to develop strategic initiatives that enhance customer interactions, working with a cross-functional team to resolve issues promptly, and providing software support to diagnose and resolve technical problems. The specialist is also responsible for maintenance, billing activities, and management of system tools and databases, while contributing to cross-functional projects aimed at improving organizational effectiveness through real-time tracking technology and continuous improvement processes.

Primary Duties and Responsibilities:

• Cross-Functional Collaboration for Customer Experience:

  • Work closely with the Real-Time Tracking Analyst and the Systems and Support Analyst to ensure the best possible customer experience for users of our Real-Time Tracking technology and proprietary shipping platform

  • Collaborate with the sales team, customer success, solutions, and other departments to enhance organizational effectiveness and overall customer experience

  • Champion opportunities for continuous improvement in the customer experience, both internally and externally

• Process Improvement:

  • Identify and propose process improvements for Real-Time Tracking and proprietary shipping platform based on observed patterns or feedback to enhance overall efficiency

  • Review and evolve processes for tracking, overseeing, and organizing customer interactions throughout their lifecycle

  • Contribute to organizational growth by ensuring processes are followed and customer issues are resolved in a timely manner

• Metrics and Reporting:

  • Create, analyze, and report on key performance indicators for Real-Time Tracking and proprietary shipping platform

  • Provide regular feedback, insights, and action plans for areas of improvement, aiming for 93% or higher on-time shipment delivery

• Technical Assistance:

  • Provide technical assistance by troubleshooting complex questions and supporting users with system interactions for Real-Time Tracking and proprietary shipping platform

• Issue Resolution:

  • Accurately assess and resolve issues related to system functionality and user access

• Ticket Management:

  • Create and track ABF tickets to ensure security, integrity, and compliance of systems

  • Provide timely updates to customer on status of open ticket

• Project Management:

  • Prepare detailed project timelines and monitor the project team's efforts to ensure key milestones are achieved on time

• Healthcare Workflow Understanding:

  • Understand healthcare organization workflow processes to ensure system content remains accurate and current; conduct internal and external training

• Software Changes:

  • Participate in programming and testing of software changes, coordinating the development of supporting documentation and user training

• Consultation:

  • Work with product management and commercial teams to translate customer and business requirements into technical and procedural designs for new or revised applications

• API Management:

  • Collaborate hands-on in managing APIs that integrate pharmacy systems to ensure proper data exchange and functionality

• Efficiency Analysis:

  • Analyze processes and make recommendations for improvements, assisting in creating targeted solutions to address identified deficiencies

• Change Management:

  • Coordinate effective implementation and support of Change Management; partner with the sales team for client onboarding, implementation, and launch

• Accounting Coordination:

  • Work with the accounting department and business unit managers to provide timely and accurate invoices and onboarding information to customers

• Policy Compliance:

  • Follow Cencora policies and procedures, ensuring compliance with HIPAA and safeguarding protected health information (PHI)

• Special Projects:

  • Assist with special projects as requested by management

• Backlog Management:

  • Manage the backlog of open items to ensure they are processed or escalated to the appropriate team for resolution

Required Skills and Qualifications:

• Strong technical troubleshooting skills and experience in providing user support

• Excellent communication and interpersonal skills to interact with internal and external customers

• Ability to analyze processes and recommend improvements

• Familiarity with healthcare organization workflows and software systems

• Experience in project management and coordinating cross-functional teams

• Knowledge of HIPAA regulations and data security best practices is a plus

• This role is essential in ensuring our technology systems function effectively for customers, enhancing productivity and satisfaction across the organization while driving continuous improvement and efficiency in pharmacy to patient shipping solutions

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/New York/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.

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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