Technical Support Advisor

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Job Title: Tech Support Advisor

Location: Hybrid – 2 days remote, 3 days in office

Job-Type: Contract – 18 months

Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or “corp to corp” agreements).

Position Overview:
Gravity is looking for a team of Customer Service Representatives to join their team. The successful candidate will have their AA degree, one year of experience in a customer support role with hardware or software support, experience with 25+ tickets a day, must be vaccinated, and must be willing to travel to Illinois for 1-2 weeks for training.

Our client supplies more than 7,000 institutional and retail pharmacies with automation and analytics solutions to help increase operational efficiency, reduce medication errors, deliver actionable intelligence, and improve patient safety. They are a well-established, multibillion organization that values innovation.
Role Responsibilities:

•  Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer
• Listen to customer and uses your technical expertise, creativity and intellectual curiosity to meet their needs
• Provide support across multiple channels including web requests, phone, follow-up service tickets, etc. (the amount of time will vary based on operational needs)
• Be a voice and advocate for our customers when something doesn’t feel right
• Develop detailed knowledge about specific product lines and features
• Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience
• Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations
• Ability to document technical customer issues into notes that are consumable by other users
• Able to research and grasp technical information across multiple tools while taking with customers
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges

Required Knowledge and Skills:

• Experience supporting customers via phone, e-mail, chat, and/or in person
• Passionate transformer for customer service and ownership of the customer experience including issue resolution
• Able to self-manage and work independently in a fast-paced, continuously changing environment
• Effective time management including ability to multi-task, organize and prioritize
• Able to research and grasp technical information across multiple applications while talking with customers
• Ability to document technical customer issues into notes that are consumable by other users
• Collaborate with other team members to resolve customer issues, problems or concerns on a timely and effective basis
• Proven success in a fast-paced support environment
• Ability to deal with adversity while still delivering to expectations
• Intellectually curious and gravitates towards tools and resources that enrich you
• Available to attend required training on a fixed schedule during first shift hours
• 5% Travel

Basic Qualifications:

• Associates degree
• One year+ experience in a customer support role working with computer hardware/software troubleshooting

Preferred Qualifications:

• Experience in the healthcare industry is preferred
• One year+ experience in a customer support role
• Certification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional or similar certifications
• Basic knowledge of SQL (advanced scripting, database back-up & restores)
• Basic understanding of computer systems, computer hardware, software, and networking troubleshooting and SaaS support
• Familiarity with remote desktop applications and help desk software

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