• Provide intermediate level HVAC technical support to sales representatives, customers and service groups • Manages large amounts of incoming calls and emails • Promptly and accurately enters all incoming requests within Salesforce CRM • Maintains communication records, necessary paperwork within Salesforce • Build sustainable relationships and trust with customer accounts through open and interactive communication • Identify and assess customers’ needs to achieve satisfaction and takes the extra mile to engage customers • Communicates problem areas to the appropriate parties • Provides information to customers on an ongoing basis • Provides authorizations for parts warranty request upon identifying quality related opportunities • Conducts training sessions in a formal classroom or on the job site • Consults and collaborates with Engineering and Manufacturing on quality and product design improvements • Works closely with Manager on metrics, service opportunities, and manuals

• Provide technical support to customers through telephone and other forms of communication • Resolve Hardware, Software, Assay and Training related calls from customers • Independently resolve complex and routine issues while mentoring peers • Distinguish between hardware, reagent, and software issues to resolve customer’s issue

• Providing L2 & L3 Support around Tickets reported from Production Environments • Available till 11 AM Pacific time for overlap with US client and ready for on call support over weekend (once in a month) • Monitor, analyze, and troubleshoot ETL/data pipelines across Data Lakes and distributed systems • Conduct in-depth root cause analysis using SQL queries, system logs, and monitoring tools • Support microservices-based applications running in Docker and Kubernetes environments • Diagnose and resolve Linux server issues related to disk usage, memory, networking, and permissions • Collaborate with DevOps and CloudOps teams on system scaling, performance optimization, and configuration changes • Maintain and automate system health using cron jobs, shell scripts, and cloud-native tools • Drive end-to-end incident resolution, create detailed RCA reports, and implement preventive measures • Work with cross-functional teams to identify long-term solutions and enhance system stability • Ensure SLA compliance, maintain accurate documentation, and continuously improve support processes

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Application Support Analyst - Operations provides technical and functional support for pharmacy-related applications and operational workflows. This role focuses on troubleshooting issues, resolving Helpdesk escalations, and ensuring smooth day-to-day operations for pharmacy systems. Responsibilities include: - Assisting with outages - Validating compliance reporting - Supporting end-users with application functionality The position requires strong problem-solving skills, familiarity with pharmacy workflows, and the ability to work collaboratively in a fast-paced environment. Qualifications - Education: - High School Diploma or equivalent - Associate or bachelor’s Degree preferred or 5 years of equivalent experience in pharmacy-related field - Pharmacy Technician Certification preferred - Experience: - Required: - 2+ years of experience in technical support, help desk, or application troubleshooting - Familiarity with pharmacy workflows and systems - Preferred: - Understanding of Pharmacy Operations workflows - Exposure to compliance reporting (e.g., PMP programs) - Basic understanding of SDLC concepts and user acceptance testing - Experience with Microsoft Office Suite and ticketing systems (e.g., Jira, ServiceNow) - Knowledge, Skills, and Abilities: - Understanding of application development, implementation, and testing methodologies - Ability to triage hardware/software issues and escalate with actionable recommendations - Strong understanding of pharmacy operations workflows and familiarity with healthcare interface standards (NCPDP D.0, ASAP 4.2B) is desirable - Working knowledge of Atlassian tools (Confluence, Jira) and basic SDLC concepts - Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) - Experience with application user testing and software maintenance processes - Skilled in creating training materials and workflow documentation - Excellent planning, organizational, and time management skills; able to prioritize and execute tasks in high-pressure environments - Strong interpersonal and communication skills, both verbal and written, with the ability to collaborate effectively across diverse teams - Basic knowledge of SDLC concepts Requirements - Identify technical issues and user feedback related to VytlOne products; resolve problems and recommend enhancements to improve product quality and user experience - Provide advanced support to the VytlOne Pharmacy Service Operations Helpdesk, including troubleshooting outages, workflow issues, insurance, patient merges, interventions, claim pricing, and other operational concerns - Manage PMP reporting for all pharmacies for all licensed states: configure state-specific “drug of interest” lists, troubleshoot failed jobs, validate file acceptance, and correct errors to ensure compliance - Troubleshoot application and software issues across servers, databases, and desktops; document resolutions and changes - Participate in Helpdesk rotation after hours (weekdays and weekends) and assist with change control validations for IT, Admin, and Operations teams - Track and report time for CapEx, OpEx, and AddBack projects, including pharmacy implementations, closures, and UAT - Create and maintain user guides, SOPs, technical documentation, and training materials - Recommend process improvements based on incident trends and operational feedback - Consult with business units to define requirements, document workflows, and identify opportunities for process optimization - Support user acceptance testing and new system functionality releases - Provide end-user support and collaborate with cross-functional teams to resolve issues - Coordinate system upgrades, implementations, and performance improvement initiatives - Lead efforts to enhance team efficiency, knowledge sharing, and operational effectiveness - Undertake special projects as needed Benefits - Diverse and inclusive work culture - Flexible work model in a collaborative, innovative team-oriented environment - Competitive compensation - Comprehensive health benefits package - Comprehensive mental health and wellbeing resources - Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design - Company-paid basic life/AD&D, short-term and long-term disability insurance - Rx, dental, vision, other voluntary benefits, and FSA - Employer-matched 401k Plan - Industry-leading PTO plan - And more!