Experienced Customer Support Solutions Analyst – Pharmacy (10-Month Contract)

At arenaflex, we're dedicated to revolutionizing the healthcare industry with cutting-edge technology and innovative solutions. As a leading North American healthcare technology platform, we empower care collaboration and real-time patient insights, making a profound impact on the lives of millions across the continent. With over 20 years of experience and a team of over 2,200 passionate employees, we're committed to delivering frictionless care that transforms the way healthcare providers and plans work together. We're not just a company – we're a community of like-minded individuals who share a common goal: to create a world where healthcare is more accessible, efficient, and compassionate. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you'll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America.

Join us and be part of a team that is making a real difference.

As a Customer Support Solutions Analyst in our Pharmacy team, you'll play a vital role in providing exceptional customer experiences while handling technical queries and providing solutions for our cloud-based healthcare solutions. Your focus will be on prioritizing daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels.

About the Role:

Your success in this role will depend on your ability to remain calm while trouble-shooting simple to moderately complex system issues with customers. A strong understanding of administrative tasks and workflows for long-term care and medical facilities is key to your success. You'll be working in a fast-paced, dynamic environment that requires energy, motivation, and a passion for delivering exceptional customer experiences.

Key Responsibilities:

* Provide world-class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using the application

• Develop an in-depth understanding of our cloud-based software to support processes and patient care in long-term care facilities
• Facilitate the resolution of simple to moderately complex technical issues by way of log analysis, research, or problem recreation
• Work cross-functionally within the team to deliver quality, satisfaction, and resolutions to customers
• Effectively use and search the knowledge base, occasionally contributing new or updated content
• Meet or exceed established service delivery guidelines and key performance indicators
• Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system
• Be available to work between 11AM to 8PM EST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need

Skills and Qualifications:

* Understand the business processes and practices within a long-term care or medical facility

• Strong, demonstratable problem-solving skills
• Excellent communication skills, written and oral
• Energized and motivated by a fast-paced, dynamic, high-demand working environment
• Demonstrated ability to multi-task, prioritize, and manage customer expectations
• A quick learner with acumen for software and technology
• A patient and active listener who is detail-oriented
• High level of customer focus and empathy
• Familiarity with arenaflex software is an asset
• Strong Cross-Functional work experience with technical teams

Required Experience:

* Bachelor's degree in Business Administration, Healthcare, Pharmaceuticals, IT (Preferred not required)

• Experience supporting and trouble-shooting web-based software applications
• Preference for those with experience using diagnostic tools to help resolve customer issues
• Prior experience using arenaflex software is an asset (modules such as Orders, eMAR, HL7 messages)
• Prior experience using Sales Force/Service Cloud
• Previous work experience in Pharmaceutical Administration HealthTech (Preferred not required)

Compensation and Benefits:

* $30 - $35 an hour

• At arenaflex, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $30-$35 per hour with Overtime Eligibility.
• 10-Month Contract – Extension Eligible

Work Environment and Company Culture:

At arenaflex, we're committed to creating a work environment that's inclusive, diverse, and supportive. Our dynamic culture is built on a foundation of trust, respect, and open communication. We believe that work becomes profoundly fulfilling when driven by a higher purpose, and we're passionate about making a real impact on the lives of millions across North America.

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer and welcomes applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

Information Security:

arenaflex is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

How to Apply:

If you're passionate about delivering exceptional customer experiences and making a real impact on the lives of millions, we want to hear from you. Apply now to join our team of dedicated professionals who are shaping the future of healthcare technology. Apply to this job Apply for this job