Technical Software Support Analyst (remote)

About the position

The Technical Software Support Analyst at Cencora plays a crucial role in providing direct customer support for the company's internally developed medical software. This position involves troubleshooting software issues, guiding customers through solutions, and collaborating with team members to ensure high-quality service delivery. The Analyst is expected to communicate effectively with clients and document interactions in a tracking system, all while contributing to a culture focused on creating healthier futures.

Responsibilities

• Responding to customer requests via phone, email, or chat
• Asking clarifying questions to understand customer issues
• Troubleshooting software issues and identifying hardware, peripherals, and network problems
• Guiding customers through step-by-step solutions
• Documenting detailed information in the tracking system
• Updating clients on resolution progress
• Assisting team members with complex problems and consulting with subject matter experts as needed
• Participating in special projects to enhance personal growth and skill demonstration

Requirements

• Excellent written and verbal communication skills
• Experience using Windows and Microsoft Office applications
• Good interpersonal skills
• Ability to work independently and collaboratively in a team environment
• Ability to prioritize workload and consistently meet deadlines
• Strong organizational skills and attention to detail
• Ability to learn new information quickly

Nice-to-haves

• Experience with/understanding of database querying (SQL)
• Strong computer, networking, and technical skills to operate effectively with company systems and programs
• Two (2) to four (4) years' experience in a customer service environment supporting PCs in a LAN environment

Benefits

• Medical, dental, and vision care
• Backup dependent care
• Adoption assistance
• Infertility coverage
• Family building support
• Behavioral health solutions
• Paid parental leave
• Paid caregiver leave
• Training programs
• Professional development resources
• Mentorship programs
• Employee resource groups
• Volunteer activities