Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

Summary:

Individuals within this role interact with internal customers to provide and process information in response to inquiries, concerns and requests about products and services. They deal directly with internal customers by telephone, electronically or face to face. They respond promptly to all associate inquiries. Respond to requests for IT support, logging problems, generating trouble tickets, diagnosing and resolving problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems. On an ongoing basis, they work to improve associate support processes and practices. These individuals also obtain and evaluate all relevant information to handle product and service inquiries. They may provide pricing and delivery information and process orders, forms, and requests.

Work Hours: 11 am - 8 pm EST

Primary Duties and Responsibilities:

• Interacts with internal or external customers to provide and process information in response to inquiries, concerns and requests about products and service

• Provides Level 1 support

• Provides first point of contact and day-to-day support

• Assess, appropriately triages, and escalates tickets when appropriate

• Documents incident status and resolution

• Responds to and establishes communications and confirmations with incident reporting parties

• Assists customer with recovery issues

• Assists with identifying recurring incidents and notifies team members/leaders

• Creates and updates documented resolution, job aids, or help desk procedures to a knowledge base

• Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity

Required Skills and Qualifications:

• Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or equivalent work experience

• Typically has 1-3 years of relevant technical or business work experience

• Demonstrated working knowledge of basic hardware and software products and problem solving/ diagnostic skills

• Demonstrated ability and desire to learn corporate, division, and facility-specific applications, technology, and terminology.

• Demonstrated ability to learn customer support processes and techniques.

• Good analytical skills and ability to solve problems

• Strong commitment to superior customer service

• Motivated to collaboratively work in a team environment

• Thrives in a fast paced, sometimes demanding role

• Exhibits strong oral and written communication skills

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Full time

Salary Range*

$37,000 - 52,800

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in <