Help Desk Rep

Help Desk Representative

Alpharetta, GA

Schedule:  Flex from Mon-Sat 7a-10p

Job Description

Position Summary: As an Inbound Support Agent, you will be responsible for managing inbound calls from customers using established company systems, processes, and procedures. Your primary focus will be on ensuring accuracy in all customer interactions while meeting both departmental and individual performance targets. You will also embody and apply our Company Shared Principles: Integrity, Customer-Centered Service, Accountability, Respect, and Excellence (ICARE).

Key Responsibilities:

• Respond to inbound calls and efficiently address customer requests.
• Troubleshoot general pharmacy system issues.
• Provide assistance with adjudication-related challenges.
• Perform intermediate troubleshooting for PC, Windows, network, and hardware issues.
• Accurately document all calls in the Call Tracking System with clear, detailed call notes.
• Communicate effectively with both internal and external customers.

Qualifications & Requirements:

• Availability for On-Call, after-hours support as needed.
• Proficiency in MS Office Suite (Excel, Word, Outlook).
• General networking knowledge, including routers, switches, VPN, and connectivity basics.
• Experience working with Windows 7/XP.
• Background in application troubleshooting.
• Strong organizational skills and attention to detail.
• Self-motivated, with a positive and proactive approach.
• Effective teamwork and collaboration skills.
• Commitment to maintaining excellent attendance and schedule adherence.
• Ability to multitask and manage time efficiently.
• High level of engagement and customer-focused attitude.

Preferred Qualifications:

• Minimum of 1-year experience in a call center environment.
• Familiarity with SAP.
• Pharmacy Technician experience.
• Bilingual skills, with a differential for fluent Spanish-speaking candidates.