Technical Support Specialist I

The Role

The Technical Support Specialist I supports customers operating NEXiA Proprietary automated pharmacy fulfillment systems in live production environments. This role requires a dedicated customer centric, solutions driven individual to provide first point of contact for support inquiries, ensuring accurate issue triage, documentation, and resolution while delivering exceptional customer experience.

What you’ll do

* Support NEXiA automated pharmacy fulfillment solutions operating in live production environments. * Serve as the initial point of contact for customer technical issues via phone, email, or ticketing system. * Troubleshoot issues related to NEXiA, hardware and automation systems, basic network connectivity, communication, and configurations. * Accurately log all tickets, communications, and findings in the support system. * Perform incident triage, classify issue severity, and escalate when appropriate. * Walk customers through step-by-step solutions with clarity, professionalism, and empathy. * Use diagnostic tools, logs, and internal resources to identify suspected hardware failures and determine if components require RMA. * Issue RMAs and coordinate replacement shipments as needed. * Provide guidance on installing new or replacement equipment and applying software/firmware updates. * Follows documented workflows & meets established SLA targets. * Provide suggested updates to troubleshooting guides, or knowledge-base documentation, or suggestions for new items, as needed. Who you are:

• Associates degree with 1+ years of experience in a technical support, help desk, or customer service environment, or equivalent proven experience.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate and resolve technical issues.
• Compliance responsibilities (HIPAA, PHI Handling), secure handling of logs, access, and credentials.
• Excellent verbal and written communication skills.
• Professio...