Implementation and Support Specialist

Position: Implementation and Support Specialist

Location: Columbia MD

Job Summary

The Implementation and Support Specialist is responsible for providing excellent customer service in support of the MYDATAMART, ENGAGE, and MYPHARMACYCONNECT applications. The Specialist is responsible for resolving customer telephone and email inquiries, and providing hands-on resolution to questions or problems that arise from pharmacies and their patients. In addition to this, the Specialist is responsible for the end-to-end implementation process for these products, starting with initial implementation services through the post-implementation activities. The Specialist will be responsible for the initial customer training and will facilitate the transition to the Business Solutions Consultant for ongoing training needs to ensure optimal product utilization and value. Success in this role is defined by the Specialist’s ability to add value to the organization, meet defined goals and objectives and exceed customer and leadership expectations.s back to the customer.


Principal Duties and Responsibilities

  • Develops and cultivates strong industry, client and product knowledge
  • Responsible for responding to customer issues submitted via phone and email in a timely manner
  • Accountable for identifying, troubleshooting, resolving and documenting the customer’s issue
  • Provide ongoing documentation of all support inquiries in the CRM system and escalate as needed
  • Identify and report repeated issues to the Product Manager to help improve the products
  • Responsible for updating end-user configuration and settings as necessary
  • Identifies and makes recommendations to the Product Manager about new technology and/or software enhancements based upon feedback provided by the customer
  • Organizing and tracking sales orders from Finance and Sales teams
  • Coordinating implementation meetings and initial training session with customers
  • Gathering customer information and performing setup and configuration of products
  • Liaising with FDS partner vendors to obtain pharmacy customer data
  • Training customers on all facets of product functionality
  • Creating training videos and other materials to facilitate the implementation and training processes
  • Facilitating the customer transition to their assigned Business Solutions Consultant for ongoing training needs to ensure optimal utilization of products
  • Assisting product development teams with quality assurance activities
  • Has clearly defined goals and objectives to drive support and implementation performance
  • Provides regular updates on support, implementation, and goals and objectives to leadership
  • Actively participates in team meetings, 1:1’s and brainstorming activities
  • Actively manages daily activities and call schedule to meet goals and objectives in a timely manner
  • Exposure to confidential corporate and customer information must maintain absolute confidentiality and comply with HIPAA guidelines
  • Maintain satisfactory attendance in accordance with company guidelines
  • Other duties and responsibilities as assigned


Skills and Abilities

  • Exceptional customer service skills, strives to resolve customer issues quickly
  • Experience in software support, help desk role, or software implementation with direct customer interaction
  • In-depth knowledge of pharmacy operations and software systems highly desired, but not required
  • Highly motivated, team player with strong work ethic
  • Ability to handle stressful situations and work on multiple issues simultaneously
  • Proven problem solving and critical thinking ability
  • Fast learner with desire for professional growth
  • Excellent written, oral and interpersonal skills with a focus on rapport-building, listening, and data gathering
  • Successful communicator across all levels of employees and customers in an organization
  • Working knowledge of computers, including proficiency with Microsoft Outlook and Excel
  • Extremely well organized with effective time management skills
  • Demonstrated proficiency in teaching and communicating complex material in an easy-to-understand manner
  • Ability to see projects through to completion with minimal guidance



    • Associates degree or higher. Individuals with demonstrated equivalent work experience will also be considered.
    • 3 years of direct work experience in a related pharmacy setting
    • Certified Pharmacy Technician
    • Knowledge and understanding of pharmacy (chain, independent, GPO, PSAO, etc.)
    • Experience with healthcare software technology is a plus



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