Tech Team Account Manager

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 Tech Team Account Manager who will have oversight responsibilities for the hardware issues of their assigned regional pharmacies.  The Tech Team Account Manager will work with Account Managers, Implementation Managers, and Customer Success Managers associated with their region to ensure hardware issues and concerns are addressed.  

• This role is based in our Southlake, TX office
• Liberty Software does not offer employment sponsorship opportunities for this role (e.g., H-1B, OPT, or other work visa status)

• →Act as the primary point of contact for technical matters associated with their assigned pharmacies
• →Analyzes tickets for assigned pharmacies to determine the existence of common causality and chronic problems
• →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 and determine if hardware or software is involved and routes issue 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 implement preventive measures

• Bachelor's degree in computer science or related field preferred
• Knowledge of Liberty Software's RXQ and BZQ software applications
• Advanced knowledge of Microsoft operating systems, both server and workstation
• Knowledge of TCP/IP base networking including DNS and DHCP technologies
• Knowledge of internet communications
• Good verbal and written skills