CUBEX® is a global provider of healthcare products and services that help animal health practices measurably reduce the total cost of ownership associated with pharmacy and supplies. We develop market-leading technologies that provide secure access to controlled substances, high-value products, and other medications. We are a private, family-owned and operated company that values its team members and is looking to hire the best of the best. CUBEX LLC takes pride in the family-oriented workplace it has created by celebrating monthly birthdays and regular holiday parties and hosting a charity outreach program that makes it a fun and wholesome workplace.
Position Title: Tier 1
Department: Customer Support
Reports to: Customer Support Manager
Overall responsibility:
Work with a fun and exciting team managing client software and resolving hardware issues! This is an entry-level position with an opportunity for growth within the company. As a Tier 1, you will be the first welcoming voice the client will hear and the first level of support. Your responsibility is to accept inbound contacts from doctors, nurses, and other healthcare individuals. As you are being trained in Tier 1 responsibilities, you will handle contacts as specified by your skill level and escalate as needed to other tier specialists. Additional responsibilities include resolving technical product and/or service problems, actively participating in queues, managing daily callbacks, manage case activity in Purecloud and Salesforce.
Key Areas of Responsibilities to Include but are not limited to:
Wow, our clients with every interaction!
Answer incoming calls in a professional and friendly manner.
Document all necessary ticket information
Actively update, maintain, and monitor incoming chats and emails
Assist team members with callbacks in gathering needed information for tickets
Train clients on the software and cloud website.
You will ensure prompt responses and escalation while actively navigating internal departments for a seamless resolution
You will ensure client requests are completed within the required time frames
Recognize complicated conversations and demonstrate positive language to resolve client needs
Manage cases and ensure they are escalated or completed
Complete all additional duties assigned by the Technical Support Supervisor
Requirements:
Technical:
Able to communicate effectively with technical and non-technical personnel
Ability to think logically and creatively
Excellent problem-solving and analytical skills
Proficient in Internet-related applications with a strong technical aptitude and ability
Experience using a computer in a work setting is required
Intermediate knowledge of Microsoft Office Suite Products is required
Experience with proprietary software is a plus
Data interpretation, manipulation, management in Excel a plus
Skills:
Outstanding customer service skills
Exceptional written and non-verbal communication skills
Excellent organizational skills
Ability to thrive in a fast-paced environment.
Exceptional attention to detail
Time-management skills
Ability to listen effectively, empathize, and reassure clients their issues will be resolved.
Promotes and embraces positive client interactions as well as personal, team, and company improvement
Adept at anticipating and adapting to changing job needs with exceptional results
Education/Licenses/Certifications Required:
High School Diploma required
Customer service experience
SQL Experience is a plus
Knowledge of the Veterinary field is a plus
Employee Classification:
Full-Time
Ability to work a flexible shift, which may include rotating weekend shift
Strong Work ethic and initiative to grow with a fantastic company
Benefits:
Health
Dental
Vision
Life
401K
Location:
Phoenix, AZ
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Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Internet Publishing
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