Technical Support RepresentativeEncora Technologies Pte Ltd

Job Description
Role and Responsibilities
Deliver service and support to customers via phone, email and IM
Investigate, troubleshoot, and resolve issues with use of PDX software and systems
Gather data for development researchCommunicate status, issues, and application information to customer
Contribute to our corporate Knowledge Base containing best practices, troubleshooting procedures, and tips Provide peer-to-peer training
Maintain and enhance personal skills required for support
Provide on-call, after hours support as assigned
Qualifications and Education Requirements
Thorough knowledge of telephone etiquette and procedures
Effective listening and communication skills
Ability to establish and maintain an effective rapport with customers
Able to conduct effective meetings
Knowledge of PDX software and operating platforms
Experienced with troubleshooting custom software
Knowledge of customer service principles and practices
Self-directed and able to multi-task
Microsoft Windows
Microsoft Office
Unix
SQL
Knowledge of third party claims process
Knowledge of drug inventory and ordering process
Advanced knowledge pharmacy terms, procedures and dispensing rules
Knowledge of pharmacy interfaces to other systems
Drug pricing
Sales reporting