Associate Technical Support Specialist

Lumistry offers a remote role for an Associate Technical Support Specialist where you can combine customer support with hands-on troubleshooting. You will help pharmacy teams get the most from IVR, Telecom/Phone, and other solutions while working with internal groups to deliver a smoother support experience.

What you’ll do

• Handle incoming customer requests via phone, email, and document submissions using Salesforce CRM, including creating and managing tickets
• Ask targeted questions to understand each inquiry and guide customers through product features, functionality, and general configuration
• Troubleshoot common product or service issues and follow KB Articles and team guidance to reach accurate resolutions
• Provide customers with included instructions to remotely connect to their machine
• Follow up on open inquiries to confirm questions are addressed and outcomes are resolved
• Configure IVR Greetings, Auto Attendant / Menu Options, and related phone settings using provided training and guidance
• Deliver an excellent customer experience by deploying quality solutions and training pharmacy teams on best practices for using Lumistry solutions
• Support other tasks and projects as assigned

What we’re looking for

• Excellent customer service skills
• Ability to respond to a high volume of calls and/or emails daily
• Strong listening, verbal, and written communication
• Innovative mindset, quick learning ability, and a good team approach
• Strong organization with attention to detail and skill in multi-tasking
• Comfort learning new tools and applying creativity to solve problems
• Ability to work in a versatile, fast-paced environment
• Willingness to keep up with the changing healthcare and technological industry

Compensation and schedule

The starting pay range for this remote position is $17.00–$20.00 per hour, commensurate with experience, skills, and geographic location. In compliance with state and local labor laws, the starting base rate for candidates residing in jurisdictions with a minimum wage higher than $17.00/hour will be adjusted upward to meet or exceed the local legal minimum.

Benefits

• Flexible time off
• Medical
• Dental
• Vision
• Long-term disability coverage
• Fitness benefits

Equal opportunity and accessibility

Lumistry is an equal opportunity employer committed to an inclusive workplace. Lumistry prohibits discrimination and harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, pregnancy, or any other characteristic protected by law. This commitment applies to all aspects of employment, from recruiting and hiring to compensation and promotion, with decisions based on qualifications, merit, and current business needs.

Lumistry provides reasonable accommodations for qualified individuals with disabilities during the application and interview process. If you require assistance, please reach out.