RITE AID · 5 hours ago

Representative 3, Remote Tech Service

Valley Green - Corporate - 200 Newberry Commons, Etters, PA, 17319

Full-time

Remote

Mid Level

3+ years exp

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MedicalPharmaceutical

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Responsibilities

• Understand complex troubleshooting and resolve assigned front-end and pharmacy problems within the specified timeframe, including start-overs, system recovery, Script-pro central drives, failovers/failbacks, basic and in-depth financials, drive installs, local mode and overnight failures.

• Detail all actions taken and maintain progress reports within the current problem-tracking application.

• Answer incoming calls and thoroughly detail the issue in the problem-tracking application.

• Escalate problem calls when necessary or request guidance when obstacles prevent timely resolution.

• Keep lead support representatives, FSS supervisors, and store associates/ management up to date regarding company-wide issues and resolutions.

• Develop and accurately utilize Problem Diagnosis Resolution (PDR) documentation.

• Assist with mentoring subordinate Field Systems Support (FSS) associates, offer guidance or assistance whenever necessary.

• Track problem resolution when dispatching a third-party vendor to complete on-site repairs.

• Provide on-the-job and/or classroom training to associates.

Qualification

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Retail systems supportProblem tracking applicationTraining associatesMentoring