Product Training & Support Analyst - Pharmacy Software

Job Description

Product Training & Support Analyst - Pharmacy Software myPak Solutions is seeking a dynamic and detail-oriented Product Training & Support Analyst to provide exceptional customer support. About the Role myPak Solutions is seeking a dynamic and detail-oriented Product Training & Support Analyst to provide exceptional customer support for our myPak medication management platform. In this role, you will offer frontline technical assistance via phone and email, resolving product-related issues efficiently. You will also deliver training, maintain internal support documentation, and contribute to the development of knowledge base articles. Collaboration with the product team will be key to addressing complex issues and ensuring continued product success. Key Responsibilities Effectively and efficiently provide first-line technical support remotely via phone or email to resolve customer issues. Includes Software Products, Automation and consumables and retailing support services. Diagnose and troubleshoot product-related issues. Collaborate with other teams to resolve customer issues. Respond promptly to customer inquiries via daily tickets from inception to completion. Ensure response times are within target for relevant level of urgency. Assist customers with product information, troubleshooting and service-related questions. Identify trends in support inquiries and recommend product or documentation improvements. Support customers in applying software updates, patches, and upgrades, ensuring minimal downtime. Troubleshoot installation and update issues, escalating to senior colleagues when required. Conduct onboarding sessions for new customers to ensure a smooth adoption of the product via remote or on-site. Deliver ongoing product training for existing customers via remote or on-site. Ensure cross-functional teams are aware of customer feedback and drive improvements. Key Requirements Experience within a helpdesk environment, able to deal with non-technical users, and manage support requests from inception to completion within required timelines. Experience creating and maintaining user help documentation for software and processes. Well-honed analytical thinking, logical problem-solving skills, and a decision-maker. Customer-focused and able to provide a high level of customer service. Proactive approach, taking initiative to identify potential risks or areas for improvement. Strong communication skills, verbal and in writing, and an appetite to always collaborate. Flexibility to work across multiple areas, being agile and open to continuous learning as technology and requirements are constantly changing. Integrity and a respect for all internal and external stakeholder relationships. Experience with Windows, SQL Server administration, and Cloud Support. Track record of managing competing priorities in a cross-functional role, where expectations are managed and targeted outcomes achieved. Perks and Benefits At DBG Health, we offer more than just a job – we offer a dynamic and supportive work environment where you can make a real impact. As part of our team, you will have the opportunity to work alongside industry leaders, drive meaningful change, and grow both personally and professionally. Competitive salary package and incentives. We are a values-driven business fostering a supportive and friendly team culture. Enjoy the ability to work autonomously, empowering you to drive your own success. Opportunity to grow your career. #J-18808-Ljbffr