Tech Team Account Manager

<p>At Liberty Software, we proudly partner with client pharmacies across the country, helping them support their patients with powerful, user-friendly software. We're excited to grow our team by hiring a&nbsp;Tech Team Account Manager&nbsp;who will have oversight responsibilities for the hardware issues of their assigned regional pharmacies.&nbsp;&nbsp;The Tech Team Account Manager<strong>&nbsp;</strong>will work with Account Managers, Implementation Managers, and Customer Success Managers associated with their region to ensure hardware issues and concerns are addressed.&nbsp;&nbsp;</p> <p>&nbsp;</p> <p><strong>Please note:</strong></p> <ul> <li>This role is based in our Southlake, TX office</li> <li>Liberty Software does not offer employment sponsorship opportunities for this role (e.g., H-1B, OPT, or other work visa status)</li> </ul> <p><strong>What You'll Do:</strong></p> <ul> <li>Act as the primary point of contact for technical matters associated with their assigned pharmacies</li> <li>Analyzes tickets for assigned pharmacies to determine the existence of common causality and chronic problems</li> <li>Works as a call agent in the general tech team call queue, providing hardware phone support for client pharmacies</li> <li>Maintains a high level of first call resolution for client pharmacy hardware issues</li> <li>Creates and maintains detailed service ticket records of client pharmacy hardware issues</li> <li>Provides on-call support for after-hours emergency calls from client pharmacies on a rotating shift basis</li> <li>Fields questions from client pharmacies through various channels, determining possible solutions and guiding pharmacies through resolutions</li> <li>Provides detailed troubleshooting of client pharmacy hardware issues and determine if hardware or software is involved and routes issue to appropriate team as needed</li> <li>Provides hardware replacement recommendations for client pharmacies</li> <li>Prepares purchasing documents for equipment purchases and replacements</li> <li>Anticipates communication and networking problems and implement preventive measures</li> </ul> <p><strong>Qualifications:</strong></p> <ul> <li>Bachelor's degree in computer science or related field preferred</li> <li>Knowledge of Liberty Software's RXQ and BZQ software applications</li> <li>Advanced knowledge of Microsoft operating systems, both server and workstation</li> <li>Knowledge of TCP/IP base networking including DNS and DHCP technologies</li> <li>Knowledge of internet communications</li> <li>Good verbal and written skills</li> </ul> <p><strong><em>Liberty Software offers a comprehensive benefits package starting on a team member's first day:</em></strong></p> <ul> <li>100% paid medical and life Insurance for team members, with option to add dental and vision insurance coverage at no cost</li> <li>Option to enroll immediate family members with Liberty contributing 50% of monthly premium</li> <li>Fully vested 401K matching on a pre- or post-tax basis</li> <li>Liberty-paid HSA contributions every paycheck</li> <li>Generous PTO plan and paid holidays</li> <li>Annual tuition reimbursement program and professional certification courses available</li> <li>Adoption expense reimbursement program</li> <li>Dependent Care FSA availability providing tax savings for qualifying child care expenses</li> <li>Counseling resources (including mental health, financial planning, etc.) freely available to all team members and dependents through Optum EAP</li> <li>Fully-stocked breakroom</li> </ul> <p>&nbsp;</p> <p>&nbsp;</p>