IT Support Engineer

About the company

Navi Group provides IT services and solutions to over 500 pharmacies across Ireland. We provide web, mobile, IT infrastructure, EPOS, Dispensary, and third-party ordering systems to our customers with a wide focus on various technologies and delivery models.

Navi Group has launched a new Patient Medication Record (PMR) dispensary system called DispenSense and a pharmacy Point of Sales (POS) solution called TillSense, with deployments into pharmacies across Ireland. We are looking to grow our IT support team to support our new customers using these systems.

Contract

Permanent.

The Role

Essential requirements of the role

• Experience within a customer service role/external clients services is essential
• Good interpersonal skills and an ability to converse in a confident and friendly manner on the phone
• The ability to work effectively as part of a team is critical to this position
• Excellent organizational skills
• Ability to work on own initiative
• Ability to be flexible in line with the demands of the job
• Must show commitment to the team and be willing to go the extra mile
• Ability to support and work with non-technical customers to solve technical problems

Desirable requirements of the role

• 2-3 years’ experience of providing IT support on web-based or Windows-based applications
• Experience of working for an IT company that supports retail customers.
• Experience of managing a web-based system across a wide range of customers, fixing issues both on-site and remotely.
• Experience of Microsoft Dynamics365 CRM system for managing customer experience.

Key responsibilities

• Providing support to DispenSense, TIllSense CarePlus and StayWell pharmacy customers across Ireland.
• Liaising Navi Group staff out in the field to address DispenSense product issues or TIllSense EPOS issues in-store.
• To cross train into other areas of customer service as required
• Foster excellent relations with all customers and promote CarePlus, StayWell DispenSense and TIllSense to all new and existing customers.
• Log and manage all customer queries through the Magna CRM system (based on Microsoft Dynamics365).
• Setting up new customers on DispenSense, TillSense EPOS and ordering systems.

Work activities include:

• Logging incoming customer technical issues, take ownership to root causing the problem and work on resolving each issue.
• Communicating by phone with customers on technical issues and supporting them to resolve all issues.
• Communicate with third party technical vendors for third level support
• Occasional on-site visits to customers to resolve problems that could not be addressed over the phone.
• Site visits to support with the installation of equipment and software prior to training day.
• Updating all reporting required as part of customer engagement processes.
• Understand customers’ needs and determine the appropriate course of action in line with agreed standard operating processes (SOPs) and policies.
• Provide a high level of customer service as outlined within the agreed quality standards.
• Always remain professional – positively influence the customers perception of CarePlus. StayWell, TIllSense & DispenSense.

Personal skills required

• Excellent attitude and phone etiquette.
• Fluent in English
• Excellent written and verbal communication and people skills.
• Strong relationship-building skills and customer-service oriented.
• Ability to handle multiple requests and issues simultaneously and prioritise.
• Display high standards of work ethic and learning agility
• Exhibit professional communication skills (verbal and written)
• Ability to learn new skills quickly – e.g. supporting or delivering new applications
• Full clean drivers licence