Full-Time
Technical Support Analyst
Level 1
Posted on 8/30/2024
Micro Merchant Systems
51-200 employees
Pharmacy management software for independent pharmacies
Compensation Overview
$20 - $25Hourly
Entry, Junior
Uniondale, NY, USA
This position requires onsite presence in Uniondale, New York.
- Strong communication skills (written and verbal)
- Proficiency in resolving routine pharmacy customer inquiries such as insurance rejections, software/hardware/network settings, and functionality questions
- Ability to handle qualitative 20+ calls per day in a fast-paced environment
- Experience with effective ticket documentation and timely resolution of customer inquiries
- Ability to execute effective Root Cause Analysis escalations in collaboration with Support Service Manager and Subject Matter Experts
- Handle qualitative 20+ calls per day in a fast-paced environment with a presentable tone and delivery techniques in support of our pharmacy customers.
- Demonstrate strong communication skills (written and verbal) thru the delivery of internal and external email, chat, web meeting, and verbal interactions with clients, colleagues, and vendors for effective ticket documentation and timely resolution of customer inquiries.
- Proactively engage clients to address customer inquiries with timely and effective solutions and exceptional customer satisfaction while maintaining effective KPIs (95% First-Call Resolution) and SLAs (90% of all calls answered/responded to within 60 seconds).
- Become proficient in resolving routine pharmacy customer inquiries such as insurance rejections, software/hardware/network settings, and functionality questions on our line or Prime branded pharmacy management products, services, APPs, and Interfaces.
- Execute effective Root Cause Analysis escalations in collaboration with Support Service Manager and Subject Matter Experts as required to ensure effective ticket resolution and customer satisfaction.
Micro Merchant Systems provides pharmacy management software tailored for independent pharmacies and multi-store pharmacy chains. Their main product, PrimeRx, is a Windows-based platform that can be used locally or in the cloud, helping pharmacies manage processes like prescription processing, reimbursement, and customer loyalty programs. This software automates many tasks, reducing the need for manual follow-up and improving operational efficiency for pharmacy staff. Additionally, they offer a web-based portal for multi-store owners, allowing for comprehensive management across locations. Unlike competitors, Micro Merchant Systems focuses specifically on the pharmacy sector, ensuring their solutions meet the unique needs of pharmacy owners. Their goal is to enhance pharmacy operations through technology while providing excellent customer support and continuous software updates.
Company Stage
Seed
Total Funding
$5M
Headquarters
Oyster Bay, New York
Founded
1991
Simplify's Take
What believers are saying
- Partnership with InfiniTrak enhances DSCSA compliance solutions.
- Awarded for product innovation, boosting credibility and market presence.
- Integration with telehealth services can expand remote consultation features.
What critics are saying
- Increasing competition from PioneerRx and Liberty Software threatens market share.
- Consolidation in the pharmacy industry may reduce independent pharmacy clients.
- Rapid technological advancements could render existing solutions obsolete.
What makes Micro Merchant Systems unique
- PrimeRx offers both local and cloud deployment options for flexibility.
- Focuses on independent pharmacies, a niche market with specific needs.
- Provides a web-based portal for multi-store management and system-wide visibility.
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Benefits
Medical Insurance
Dental Insurance
Vision Insurance
401(k) Company Match
HSA/FSA/Commuter
Paid STD/Life
Employee discount program
Employee assistance program
Spring Health - mental well-being program
Flexible Work Hours