Micro Merchant Systems, Inc. has an immediate need for an IT Field Support Technician to provide onsite technical assistance to our clients within the 50 STATES to include New Jersey, Connecticut, Westchester, Peekskill, Catskill, PA, Marilyn, Utica, etc.

Principal Responsibilities: (Essential Function)

• Travel to client sites to perform deployments, break-fixes and/or re-configuration IS A MUST for this position.
• Individual MUST HAVE their own vehicle with a clean driving record.
• Possess strong knowledge pertaining to Windows Based platforms ranging from Windows XP - Windows 10 BUT not limited to Windows Server 2003, 2008, 2016
• Handle all Windows based issues to include but not limited to installing/upgrading/troubleshooting various OS issues, virus and network related incidents. * Ability to acknowledge and accept responsibilities as well as take ownership on assignments and tasks to ensure completion.
• Very strong hardware knowledge surrounding printers (Zebra, HP, Lexmark, network printers), workstations (be it Server, PC, laptop), hardware swaps, data transfer, configuring Windows Operating Systems, setting up RAIDs and real-life exposure/experience with network setups.

POS (Point of Sales systems) & Signature Pad (Verifone & Honeywell) experience is HUGE PLUS!

• Willingness to learn custom / proprietary applications to provide accurate and solid answers to our clients.
• Work closely with the Installation & Support Services Team to serve our clients professionally and thoroughly.
• Follow escalation and de-escalation procedures as outlined within company SOPs.
• Flexible work hours IS A MUST for this position due to the traveling, troubleshooting and work involved which cannot be pre-determined in terms of time-frame.
• Week-end work rotations are also required and will be coordinated accordingly with other members to ensure efficient and appropriate coverage is provided to our customers.

Micro Merchant Systems (MMS) is seeking an experienced Software Trainer to train our ever-expanding base of Independent Retail Pharmacies, Regional & National Chain Pharmacy, Hospital & Health System Customers, Long-Term Care, and Specialty pharmacies by demonstrating and training them on our flagship product, PrimeRx™ Pharmacy Management System and related modules.

As a Trainer, you will be responsible for providing training on all MMS applications.  You will be responsible for educating the user on how to utilize and operate the software at its best.  Being a customer’s advocate, you will be working not only on training the customer but also by collecting ideas and helping them with superior troubleshooting skills to come up with solutions.

Attitude is everything; you will be working closely with other teams to keep up with the fast evolving software and help create and update documentation.  Training a new customer is as exciting as teaching an existing customer on new features.  This will keep them up to date and provide them with tools that can help improve their productivity.

Responsibilities:

• Schedule and conduct Training on all MMS Modules
• Provide Tier 2 and 3 software support to Internal support as well as customers
• Travel to client sites across USA to train clients using MMS products and services
• Conduct DEMO's from time to time on all MMS products and services
• Schedule and deliver a monthly Training program for all customers
• Provide internal Training on all MMS Modules
• Design training curriculum and modifications to enhance effectiveness
• Understanding and learning MMS applications to provide support and training
• Manage time and responsibilities
• Providing excellent customer service to ensure customer loyalty.
• Procure client sign off when needed.
• Support clients with transition projects to include product upgrade and training and education
• Update knowledge-base for solutions
• Escalate issues to suitable department when needed
• Update customers on expected issue resolution time frame during training
• Respond to customer queries on company product presentation to customer
• Conduct independent continuing education on software updates.
  

Requirements:

• Minimum two years of Pharmacy technician experience in retail pharmacy environment
• Excellent phone communication skills
• Able to multitask and manage time efficiently
• Experience using pharmacy management software (PrimeRx™ Preferred)
• Certified Pharmacy Technician
• Flexible and stay productive when being pulled in many different directions.
  

Position: Hands on Network/System Administrator Skillsets
Hands-on administration of company's network design, implementation, organization, troubleshooting, and up-keeping. Ensuring 100% functional operations of the entire network to include continuous email flow, network access, technical and telephony support to employees and mainly clients.

Principal Responsibilities: (Essential Function)

• Establish, coordinate, recommend and maintain standards, policies and procedures to support all technology requirements.
• Maintain the company’s office network & system to include Network, VOIP Phone Systems, Virtual Server Environment (HYPER V) and ensuring that all systems are secure, available and performing at optimum levels.
• Extensive on the job knowledge in configuring simple to complex networks, migrations, telephony deployment, maintenance, upgrades, equipment purchases, and over-all cost-effective mind set.
• Full comprehension of backup services to include remote backup services; customize backup solutions and exposure to cloud backup services.
• Administer upgrades through WSUS and patches to software, IDS/IPS Monitoring, Security Monitoring.
• Configure, maintain and repair existing office hardware & software including PC and servers; manage hardware and software purchasing, including software licenses.
• Provide technical support to internal and external users of our systems and/or software; troubleshoot user problems and determine the appropriate path for a solution when applicable.
• Maintain & document all network, telephony and production server information.
• Manage e-mail services which account for approximately 100 users’ employees, including mobile phones and synchronization software.
• Configuration of firewalls, routers, and switches to include Juniper SRX, CISCO Switches, Sonic Wall, & Unifi Switches.
• Interfaces with users, consultants, technical teams, and vendors for maximum guidance in determining the most appropriate type of hardware installation.
• Prepares Reports, checklists, and processes to ensure all protocols are being followed.

Job Requirements

• Demonstrate good, written, and oral communications skills. A MUST!
• Well organized and able to troubleshoot and analyze situations to apply appropriate solutions efficiently and thoroughly on various situations.
• Ability to administer, modify and maintain a Juniper Firewalls SRX, SSG. Cisco and Unifi Switches, AD environment across several domains hosting users for both the U.S. and Over-Seas
• Troubleshoot and configure small to mid-size networks remotely and/or onsite.
• Participate in onsite installations to bring a client to live to include running Ethernet cables, setting up and configuring workstations, but not limited to working with 3rd party vendors contracted by the client to ensure the client is fully operational before going live.
• Willingness to travel to clients sites within the Tri-State and/or across the 50 States when required.
• Available via telephone after a work shift to assist Support Services Team and/or provide technical support services on behalf of the company to our clients.
• Deal with 3rd party vendors to perform appropriate purchases of equipment, software and/or renewal of maintenance contracts to ensure the up-keep our infrastructure farm.
• Implement and execute a Disaster Recovery Plan. Schedule and execute Disaster Recovery solution on a quarterly or bi-yearly basis and review and/or modify protocols upon results of the mock run.
• Perform Change Management sessions prior to software and/or hardware deployment or change over in addition to providing detailed information as to the work being done prior to execution.
• Provide detailed reports of Incident Reports to Executive Management for any/all outages or service disruptions, especially those services affecting the client’s ability to operate and/or staff productivity.
• Monitor and measure the health of our overall network and implement security measures to ensure the safety of the company’s network. Monthly review of all hardware and software to ensure that proper maintenance and/or updates are applied.
• Review and implement plausible protocols to ensure storage space is efficiently being utilized throughout our physical servers as well as our Virtual setup.

Education

• Technical school, 2 or 4-year college degree, or 3-5 years related experience, or equivalent.
• Industry certifications such as MCSE, Virtualization.

Required experience:

• 5 Years Minimum IT Experience

Micro Merchant Systems (MMS) is seeking a Pharmacy Support Services Tech, Level I to provide technical support to our growing customer base of Independent, Long Term Care, Specialty, Mail Order, Regional & National Chain, Hospital & Health System pharmacy customers throughout the U.S, and beyond. In this role, you will support our line of pharmacy management software, services, APP, API and Interface offerings through engagement with our customers through phone, email, chat and other customer communication mechanisms to answer customer questions on our PrimeRx™ Pharmacy Management System products and services.

PrimeRx™ is the engine that powers thousands of pharmacy operations and we are looking for talented people to join our Support Service Team to deliver best-in-class customer service and technical support for our customers and their patients.

Mission: Is to provide our customers with innovative Pharmacy Management Solutions that meet their unique needs. Our company motto, "Software without Limits," is a testament to our commitment to continuous improvement and innovation.

Vision: Is to lead the Pharmacy Management Software industry with innovative solutions that allow pharmacies to better serve their patients, with the highest levels of efficiency and functionality.

Values: Innovation, Reliability & Customer Service

Principal Responsibilities: (Essential Function)

• Handle qualitative calls in a fast-paced environment while maintaining clear and concise ticket notes combined with a presentable tone and delivery techniques in support of our pharmacy customers.
• Demonstrate strong communication skills (written and verbal) exhibited thru the delivery of internal and external email, chat and verbal interactions with clients, colleagues and vendors for effective ticket documentation and timely resolution of customer inquiries and concerns.
• Become proficient in the resolution of various types of pharmacy customer inquiries including but not limited to insurance rejections, software/hardware/network settings and functionality questions on Micro Merchant Systems products, services, APPs and Interfaces.
• Execute effective Route Cause Analysis to resolve Insurance Rejections, Software/Hardware troubleshooting and Network diagnostics and collaborate with team members as required to ensure customer satisfaction and ticket resolution.
• Utilize time management skills to address the needs of the client and business workflow, to align with appropriate response time goals.
• Proactively engage clients to establish productive and professional dialogue that will address customer inquiries with timely and effective solutions and exceptional customer satisfaction.
• Possess self-driven initiative for continues learning and taking on new tasks including maintaining up-to-date knowledge on all product, service, organizational and industry changes.
• Participate in periodic team huddles and training with Subject Matter Experts, Team Leads and other team members to learn new products and services to better serve our customers.

Job Requirements

• Associates degree or Technical School/Industry Certifications such as MCSE, ITIL, ISO 9001, HDI or Pharmacy Technician Certification required
• 3-5 years of related experience in hardware/software technical support role or Retail/LTC/Mail Order/Specialty pharmacy experience required
• Experience working with/supporting pharmacy management software highly preferred
• Possess a strong understanding and working knowledge of various Windows based platforms
• Possess basic to intermediate knowledge of Networking including but not limited to, configuration and sharing of network resources (printers, workstations, routers, blue-tooth devices, and/or all computer networkable related devices)

Education

• BS Degree and /or pharmacy experience desired
• Technical school, 2 or 4 year college degree, or 3-5 years related experience, or equivalent
• Industry certifications such as A+, MCSE, ITIL, ISO 9001 and HDI are a plus

Working Relationships

• All MMS employees within the United States & India
• Support Services and other immediate superiors
• Other IT employees globally as applicable

Micro Merchant Systems (MMS) is seeking a Support Services Training Manager to ensure that the support organization is prepared to deliver great technical support to our growing customer base of Independent, Long Term Care, Specialty, Mail Order, Regional & National Chain, Hospital & Health System pharmacy customers throughout the U.S, and beyond. In this role, you will have responsibility for development, management, administration, and QA of Support Services Training for our two support teams (U.S. & Offshore Teams).  The Support Service Training Manager will have two direct reports and will report to the Director of Support Services. The Support Services Training team will lead all training efforts within our support organization in support of our line of pharmacy management software, services, APP, API, Interface hardware and network service offerings.

PrimeRx™ is the pharmacy management software that powers thousands of pharmacy operations and we are looking for talented people to join our Support Service Team to deliver best-in-class customer service and technical support for our customers and their patients.

Mission: Is to provide our customers with innovative Pharmacy Management Solutions that meet their unique needs. Our company motto, "Software without Limits," is a testament to our commitment to continuous improvement and innovation.

Vision: Is to lead the Pharmacy Management Software industry with innovative solutions that allow pharmacies to better serve their patients, with the highest levels of efficiency and functionality.

Values: Innovation, Reliability & Customer Service

Principal Responsibilities: (Essential Function)

• Represents the support team in the product planning cycle
• Maintains a schedule of new product introductions (including new releases)
• Lead, create and manage instructional design programs and training materials for self-service or in instructor-led training programs, in cooperation with the Support Service Subject Matter Experts, Marketing and Development teams.
• Create, manage, and validate proficiency of the training curriculum for new support hires
• Administrate the Knowledge Centered Services in Zoho Desk, working in cooperation with applicable groups including Support Subject Matter Experts, Development, Professional Services, and Trainers in the development, publication, and QA of company Knowledge Centered Services 
• Ensures that the contents of the Zoho Desk knowledge base are appropriate, complete, and updated
• Ensures that the customer portal is an effective tool for all customers
• Works with the IT team to provide and maintain tools for the support team
• Utilize Trainer and Subject Matter Experts for the aggregation of QA data to highlight trends and remedy organizational issues focused on successful outcomes for customers and the company

Job Requirements

• 5+ years’ experience in technical support 
• 2+ years’ experience with KCS (Knowledge-Centered Support), self-service support
• Strong project management skills
• Strong communication skills and successful experience working across organizations and with both individual contributors and executives
• Excellent communication and leadership skills
• Solid instructional design and presentation skills
• 5+ years’ pharmacy industry experience preferred
• Instructional design and training program administration experience

Education

• BS Degree

Core Competencies

• Innovation Management
• Learning on the Fly
• Managing and Measuring Work
• Process Management
• Drive for Results
• Presentation Skills
• Written Communications
• Customer Focus
• Listening

The Enhanced Client Service team at Micro Merchant Systems is looking to hire an Account Manager to help develop and maintain long term, strategic relationships for clients using our PrimeRx™ Pharmacy Management Software System. The incumbent will be responsible for developing a communication plan with their assigned clients that promotes awareness about our products, tools, interfaces, modules and services. They will be the gate keeper of our customer’s business goals and objectives. The Account Manager will leverage the company’s resources and capabilities in creating growth and maintaining the highest levels of customer service through identifying and delivering solutions that aid in our customer’s success.

We are looking for driven individuals that are excited to learn new solutions and tackle new problems for our customers.  This role is not a management position in the sense of having direct reports, but rather the individual is responsible for managing their assigned accounts.

Accountabilities

• Identify and deliver solutions that aid in managing our customer’s expectations
• Sustain long term strategic customer relationships resulting in client retention
• Provide additional one on one premium service and support
• Ensure our managed accounts are utilizing PrimeRx and supporting modules to their fullest capacity
• Liaison between client and Micro Merchant Systems

Qualifications

• 3 Years related Client Service Experience
• Experience in supporting and/or training clients on technology-based solutions
• Analytical and troubleshooting skills
• Proficiency with PC Workstations, various hardware and network applications a plus
• Proficiency in Microsoft Office programs
• SQL DB knowledge a plus, but not required
• Pharmacy Technicians with PrimeRx™ or similar software experience preferred
• Bachelor's degree preferred
• Some travel may be required

Principal Responsibilities (Essential Functions)

• Responsible for owning and building the relationship with our managed accounts
• Responsible developing a communication plan with the client that promotes awareness about products, tools, interfaces, modules, services, etc.
• Be the gate keeper of our customer’s business goals and objectives
• Responsible for articulating the needs and desire of the customer and translating them into deliverable plans
• Responsible for having an in-depth knowledge of all company products and services
• Troubleshoot issues identified by customer
• Stay abreast of industry trends
• Responsible for leading solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel
• Serve as project manager to incorporate new products and or services required either internally at the company level or with clients
• Follow plans created by Executives to achieve corporate objectives for products and services.
• Ensure customer expectations are met by maintaining open, clear and consistent dialogue with external end users and internal contacts.
• Provide weekly reports for all account management activities performed
• Convey industry trends and product feedback from pharmacy stakeholders to internal team to assist in developing product enhancements and additional offerings.
• Proactively identify, recommend, and implement process and other operational improvements.
• Perform any other duties as deemed necessary to provide quality service to the MMS customer base.

Competencies 

• Client Focused
• Results Driven
• Informative
• Business Acumen
• Creative/Resourceful 
• Integrity & Trust
• Communication Proficiency
• Problem Solving/Analysis
• Strategic Thinking
• Technical Savvy
• Communicating

Micro Merchant Systems (MMS) is seeking a Senior Director of Customer Support to lead our Customer Support organization in providing technical support to our growing customer base of Independent, Long-Term Care, Specialty, Mail Order, Regional & National Chain, Hospital & Health System pharmacy customers throughout the U.S. and beyond. 

Our pharmacy management software, PrimeRx™, powers thousands of pharmacy operations, and we are looking for a talented leader to join our Customer Support Team to deliver best-in-class customer service and technical support for our customers and their patients.

Our Mission Is to provide our customers with innovative Pharmacy Management Solutions that meet their unique needs. Our company motto, “Software without Limits,” is a testament to our commitment to continuous improvement and innovation.

Our Vision Is to lead the Pharmacy Management Software industry with innovative solutions that allow pharmacies to better serve their patients, with the highest levels of efficiency and functionality.

Our Values: Innovation, Reliability & Customer Service

Job Summary: As the Senior Director Customer Support, you will lead and manage our Customer Support organization. You will be responsible for establishing all policies, systems, and team structures necessary to maintain the highest level of customer service for a pharmacy/healthcare software company. You will build and manage teams and own optimization of team performance. You will lead U.S. and offshore technical Customer Support Teams to work closely with customers and internal teams to resolve issues quickly and effectively. You will be the primary leader responsible for maintaining and continuously improving our customer support services. As the Senior Director of Customer Service, you will be looked upon to lead initiatives to provide a seamless customer support experience, create partnerships with customers, partners, other team leaders to create a better customer experience. The Senior Director of Customer Support will report to the Chief Operating Officer of MMS and will manage 5 – 7 direct reports and 70 indirect reports in support of 3,500+ customers in high volume technical support call centers. The Senior Director of Customer Support will be responsible for managing all technical support metrics, KPIs and SLAs, training, scheduling, and performance management of their teams in support of our line of pharmacy management software, services, APP, API, Interface offering as well as hardware and network support needs for our PrimeRx™ Pharmacy Management System customers.

Principal Responsibilities: (Essential Function)

• Developing and leading a team that provides high-quality 24/7 customer support exceeding defined SLAs.
• Financial responsibility and accountability for Customer Support budget
• Hiring, developing, and mentoring Support team members, building a culture of excellence and exceptional customer experiences.
• Developing and controlling operational dashboards to track and monitor key support business metrics; maintain a high-level view of all open customer issues, and present regular updates on open issues.
• Identify areas for improvement in customer support, develop initiatives to address these areas, and lead the team in executing them.
• Maintain and develop customer support best practices
• Maintain and develop effective and efficient onboarding practices, both technical and process related.
• Lead the team in communicating effectively with clients and addressing issues rapidly and fully.
• Provide thoughtful leadership, strategic insight, and clear communication (both written and verbal) to the team
• Strategize & create the best customer escalation practices for smooth customer experience and effective ticket resolutions that achieve SLAs and KPIs
• Maintain quality service levels by enforcing quality and customer service standards, analyzing, and resolving quality and customer service problems, and recommending system improvements.
• Prepare required analysis reports to include Call Summary, Trends, Quarterly goals status along with potential adjustment plans that ensure meeting yearly goals.
• Develop the team’s skills-based proficiency with PrimeRx™ and other product offerings to execute 95% First call Resolution.

Qualifications

• Bachelor's Degree in technical majors
• Experience leading global customer support teams delivering enterprise software for both on-premises and SaaS deployment models
• Consistently proven overachievement of goals in a multi-product company environment
• 15+ years in customer support in progressive roles
• 10+ years’ experience translating takeaways from the Support function into actions that help improve product functionality, positively impacting renewals and sales
• A minimum of 8 years of people management with demonstrated experience with creating/maintaining a culture of teamwork and collaboration as well as skills including hiring, mentoring, and growing teams
• Consistently proven overachievement of goals in a multi-product company environment

Eligibility Requirements: Must be willing to travel up to 20% of the time

For more information, visit www.micromerchantsystems.com or visit us on LinkedIn, Facebook, Instagram, or Twitter. 

Our hiring process is in compliance with applicable law. All persons hired are required to verify identity and eligibility to work, and to complete employment eligibility verification.

We do not accept unsolicited headhunter and agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with Micro Merchant Systems Inc. Micro Merchant Systems is an equal opportunity employer.

We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.