Sr. Technical Support Specialist

About This Role

The Senior Technical Support Specialist delivers advanced-level technical phone support and complex problem resolution for pharmacy automation solutions, serving as a trusted resource and subject matter expert. They provide high‑level technical guidance to cross‑functional teams and represent the organization in technical discussions with customers. This role also involves onboarding new team members and coaching existing staff to elevate the support organization's capability.

Responsibilities

• Provide expert-level technical support for pharmacy automation hardware, software, and integrated solutions through multiple channels, ensuring pharmacies maintain operational efficiency.
• Diagnose and resolve complex technical issues through in-depth analysis and troubleshooting, collaborating with engineering and product development teams.
• Lead critical issue resolution by investigating urgent customer problems, coordinating cross-functional responses, and maintaining clear communication.
• Document all support interactions comprehensively in the ticketing system, including detailed troubleshooting steps, technical analyses, and resolution methods.
• Contribute to product improvement by conducting root cause analysis of recurring issues, developing knowledge base articles, and recommending enhancements based on customer experiences.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience
• Proven expertise in troubleshooting complex hardware, software, and network issues
• Strong understanding of operating systems (Windows, Linux), databases (SQL), and networking protocols (TCP/IP)
• Experience with remote support tools and ticketing systems (e.g., Salesforce, Bomgar, Pulse, Securelink, RSS)
• Exceptional written and verbal communication skills
• Demonstrated ability to work independently and as part of a team in a fast-paced environment
• Strong customer service orientation

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Minimum of 5 years of progressive experience in technical support, preferably in a healthcare technology or medical device environment.

Nice to Have

• Relevant certifications (e.g., CompTIA A+, Network+, MCSE, ITIL Foundation)
• Ability to prioritize and manage multiple tasks simultaneously
• Excellent analytical, problem-solving, and critical thinking skills
• Preferably in a healthcare technology or medical device environment

Skills

* Required skills