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Technical Support Engineer

Johnson Service Group
Fort Worth, TX
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Johnson Service Group is seeking a Customer Experience Technical Support Tier 1 Our clients that builds advanced patient engagement and communications solutions that enable retail pharmacies and health plans to improve the health outcomes of their patients, while strengthening the long-term health of their businesses.

We are seeking candidates that can provide white-glove service to their Medicare Match partners during The Medicare Annual Enrollment period (3 months). Customer Experience Advocates escalate issues to the team as needed, and regularly communicate with the team to communicate major customer issues and feedback.

Responsibilities:

  • Front-line issue intake through chats, some phone support
  • Tier 1 issue troubleshooting and resolution
  • Follow-up on customer support interactions
  • Identify patterns in user behavior or repeated support issues, and contribute to product improvements
  • Create and maintain support documentation

Required Knowledge & Skills:

  • Stellar interpersonal and problem-solving skills
  • Excellent written skills for chat interactions
  • Ability to multi-task (e.g. maintain several live chat conversations while navigating systems & taking notes)
  • Adaptability to change in line with business needs
  • Strong organizational skills
  • Ability to exercise discretion and independent judgement in dealing with pharmacy clients, their proprietary information, and Protected Health Information
  • Basic understanding of computer software troubleshooting

Basic Qualifications:

  • High School Diploma / GED
  • 1+ Year experience in a Customer Support position working with end-users

Preferred Qualifications:

  • Retail Pharmacy operations experience
  • Experience using CRM software

Work Conditions:

  • In office – Ft Worth, TX
  • Mixed Weekday/Weekend shift
  • All candidates must be vaccinated
  • Zoom 30 minutes with hiring manager and teammate
  • Shift hours: flexible to work some Saturdays as needed. M-F Hours 9-6 Eastern Time.
  • Quick on feet, problem solver, excellent communication skills.
  • Ability to utilize on- line chat.
  • This is tier 1 support will be handling basic software issues (password resets, loading software) will be trained.


** Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
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Company Description
Johnson Service Group, Inc. (JSG) is a leader in the staffing and consulting services industry, with over 35 years of experience investing in people and companies. We can be found locally in more than 30 offices throughout the United States and Canada and make connections throughout North America. JSG continues to work diligently to offer our clients and candidates world-class service and diversified offerings to fit their evolving needs. Which is why we have recently expanded our consulting services to include information technology consulting in addition to our wide array of staffing services.

Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

Johnson Service Group

Address

Fort Worth, TX
USA

Industry

Technology

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