Tech Team Account Manager - Key Accounts

At Liberty Software, we work directly with independent pharmacies across the country and are proud to help them serve their customers and communities.

The Tech Team Account Manager-Key Accounts is a full-time position reporting to the Tech Team Manager. The Tech Team Account Manager- Key Accounts has oversight responsibilities for the system, hardware, and technical issues associated with their assigned Key Accounts.

They will act as a technical resource, liaison, and point of contact for the Information Technology groups associated with Liberty’s key pharmacy accounts.

Responsibilities include, but are not limited to:

• Act as the primary point of contact for technical matters associated with their assigned key accounts
• Monitors remote backup services for the managed server resources of their assigned key accounts
• Analyzes tickets for their assigned pharmacies to determine the existence of common causality and or chronic problems
• Act as a technical liaison between the pharmacy and IT resources to collaborate and coordinate technical discussions and field questions
• Conducts conference calls with IT groups to facilitate troubleshooting of issues associated with the Liberty Software solution
• Works as a call agent in the general tech team call queue, providing hardware phone support for client pharmacies
• Maintains a high level of first call resolution for client pharmacy hardware issues
• Creates and maintains detailed service ticket records of client pharmacy hardware issues
• Provides on-call support for after-hours emergency calls from client pharmacies on a rotating shift basis
• Fields questions from client pharmacies through various channels, determining possible solutions and guiding pharmacies through resolutions
• Provides detailed troubleshooting of client pharmacy hardware issues, determines if hardware or software is involved and routes issues to appropriate team as needed
• Provides hardware replacement recommendations for client pharmacies
• Prepares purchasing documents for equipment purchases and replacements
• Anticipates communication and networking problems and implements preventive measures

Qualifications:

• Bachelor’s degree in computer science or related field preferred
• 2 years’ experience in Health Care IT in an application support role
• Knowledge of Liberty Software’s software applications
• Working knowledge of computer hardware, printers, and scanner configurations
• Advanced knowledge of Microsoft operating systems. Both server and workstation
• Knowledge of TCP/IP based networking including DNS and DHCP technologies
• Knowledge of internet communications
• Familiarity with current server and workstation virtualization technologies
• Good verbal and written communication skills required

Liberty Software offers a comprehensive benefits package starting on a team member's first day:

• 100% paid medical and life Insurance for team members, with option to add dental and vision insurance coverage at no cost
• Option to enroll immediate family members with Liberty contributing 50% of monthly premium
• Fully vested 401K matching on a pre- or post-tax basis
• Liberty-paid HSA contributions every paycheck
• Generous PTO plan and paid holidays
• Annual tuition reimbursement program and professional certification courses available
• Adoption expense reimbursement program
• Dependent Care FSA availability providing tax savings for qualifying child care expenses
• Counseling resources (including mental health, financial planning, etc.) freely available to all team members and dependents through Optum EAP
• Fully-stocked breakroom