Job description
At Liberty Software, we proudly partner with client pharmacies across the country, helping them support their patients with powerful, user-friendly software. We're excited to grow our team by hiring a Tech Team Account Manager who will have oversight responsibilities for the hardware issues of their assigned regional pharmacies. The Tech Team Account Manager** **will work with Account Managers, Implementation Managers, and Customer Success Managers associated with their region to ensure hardware issues and concerns are addressed.
Please note:
- This role is based in our Southlake, TX office
- Liberty Software does not offer employment sponsorship opportunities for this role (e.g., H-1B, OPT, or other work visa status)
What You'll Do:
- Act as the primary point of contact for technical matters associated with their assigned pharmacies
- Analyzes tickets for assigned pharmacies to determine the existence of common causality and chronic problems
- Works as a call agent in the general tech team call queue, providing hardware phone support for client pharmacies
- Maintains a high level of first call resolution for client pharmacy hardware issues
- Creates and maintains detailed service ticket records of client pharmacy hardware issues
- Provides on-call support for after-hours emergency calls from client pharmacies on a rotating shift basis
- Fields questions from client pharmacies through various channels, determining possible solutions and guiding pharmacies through resolutions
- Provides detailed troubleshooting of client pharmacy hardware issues and determine if hardware or software is involved and routes issue to appropriate team as needed
- Provides hardware replacement recommendations for client pharmacies
- Prepares purchasing documents for equipment purchases and replacements
- Anticipates communication and networking problems and implement preventive measures
Qualifications:
- Bachelor's degree in computer science or related field preferred
- Knowledge of Liberty Software's RXQ and BZQ software applications
- Advanced knowledge of Microsoft operating systems, both server and workstation
- Knowledge of TCP/IP base networking including DNS and DHCP technologies
- Knowledge of internet communications
- Good verbal and written skills
Liberty Software offers a comprehensive benefits package starting on a team member's first day:
- 100% paid medical and life Insurance for team members, with option to add dental and vision insurance coverage at no cost
- Option to enroll immediate family members with Liberty contributing 50% of monthly premium
- Fully vested 401K matching on a pre- or post-tax basis
- Liberty-paid HSA contributions every paycheck
- Generous PTO plan and paid holidays
- Annual tuition reimbursement program and professional certification courses available
- Adoption expense reimbursement program
- Dependent Care FSA availability providing tax savings for qualifying child care expenses
- Counseling resources (including mental health, financial planning, etc.) freely available to all team members and dependents through Optum EAP
- Fully-stocked breakroom