Experienced Customer Support Solutions Analyst, Pharmacy (10-Month Contract) at arenaflex

At arenaflex, we're dedicated to creating a world where healthcare providers and plans can deliver frictionless care. As a leading North American healthcare technology platform, we've been empowering meaningful care collaboration and real-time patient insights for over 20 years. With a team of over 2,200 employees, we're committed to making a lasting impact on healthcare across North America.

Join our vibrant culture and be part of a team that's making a real difference

At arenaflex, we believe that work becomes profoundly fulfilling when driven by a higher purpose. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. You'll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare.

About the Role

As a Customer Support Solutions Analyst, Pharmacy, you'll play a critical role in providing exceptional customer experiences while handling technical queries and providing solutions for our cloud-based healthcare solutions. You'll be responsible for prioritizing daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To succeed in this role, you'll need to remain calm while trouble-shooting simple to moderately complex system issues with customers. A strong understanding of administrative tasks and workflows for long-term care and medical facilities is key to your success.

Key Responsibilities

* Provide world-class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using the application

• Develop an in-depth understanding of our cloud-based software to support processes and patient care in long-term care facilities
• Facilitate the resolution of simple to moderately complex technical issues by way of log analysis, research, or problem recreation
• Work cross-functionally within the team to deliver quality, satisfaction, and resolutions to customers
• Effectively use and search the knowledge base, occasionally contributing new or updated content
• Meet or exceed established service delivery guidelines and key performance indicators
• Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system
• Be available to work between 11AM to 8PM EST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need

Skills and Qualifications

* Understand the business processes and practices within a long-term care or medical facility

• Strong, demonstratable problem-solving skills
• Excellent communication skills, written and oral
• Energized and motivated by a fast-paced, dynamic, high-demand working environment
• Demonstrated ability to multi-task, prioritize, and manage customer expectations
• A quick learner with acumen for software and technology
• A patient and active listener who is detail-oriented
• High level of customer focus and empathy
• Familiarity with arenaflex software is an asset
• Strong Cross-Functional work experience with technical teams

Required Experience

* Bachelor's degree in Business Administration, Healthcare, Pharmaceuticals, IT (Preferred not required)

• Experience supporting and trouble-shooting web-based software applications
• Preference for those with experience using diagnostic tools to help resolve customer issues
• Prior experience using arenaflex software is an asset (modules such as Orders, eMAR, HL7 messages)
• Prior experience using Sales Force/Service Cloud
• Previous work experience in Pharmaceutical Administration HealthTech (Preferred not required)

Compensation and Benefits

* $30 - $35 an hour

• At arenaflex, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $30-$35 per hour with Overtime Eligibility.
• 10-Month Contract- Extension Eligible

Work Environment and Company Culture

At arenaflex, we're committed to creating a work environment that's inclusive, diverse, and supportive. We believe that our employees are our greatest asset, and we're dedicated to providing them with the resources and opportunities they need to succeed. Our company culture is built on a foundation of trust, respect, and open communication. We're proud to be recognized as one of the top 100 private cloud companies by Forbes and as Canada's Most Admired Corporate Cultures by Waterstone Human Capital.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

Information Security

arenaflex is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

How to Apply

If you're passionate about making a difference in healthcare and have the skills and experience we're looking for, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking the link below. Apply Job! We can't wait to hear from you! Apply for this job