Tier II Technical Customer Support Specialist

Role Title:

• Tier II Technical Support Specialist Department: Customer Support Location: Scottsdale, AZ (Onsite/Hybrid) Reports To: Support Team Supervisor Shift: 6:00 am - 3:00 pm (Monday, Tuesday, Wednesday, Friday) and 8:00 am - 5:00 pm (Sunday) *THIS ROLE REQUIRES YOU TO REPORT ONSITE TO OUR SCOTTSDALE OFFICE SUNDAY - WEDNESDAY, WITH REMOTE WORK ON FRIDAYS (OFF THURSDAY & SATURDAY) ABOUT US Mashura LLC is the industry leader in Inventory Intelligence for healthcare.
• We design and deliver innovative software and hardware solutions that empower dental, veterinary, lab, and academic facilities to control, optimize, and maximize their operations.

With a presence in over 3,500 healthcare organizations worldwide, our mission is simple:

• transform inventory operations into strategic advantages.
• Whether it’s through our cutting edge platforms, CUBEX for veterinarians or ZIMBIS for dental practices, we help healthcare providers reduce risk, boost profitability, and enhance operational efficiency. Join us as we continue building the future of intelligent inventory management, simplifying complexity so our customers can focus on what matters most, exceptional patient care. THE OPPORTUNITY Work with a fun and exciting team managing client software and resolving hardware issues!
• Seeking applicant who is solution-oriented and demonstrates critical-thinking, problem solving, and troubleshooting skills.
• Applicant exudes professionalism in every aspect of customer interaction, demonstrating ambition, and drive.
• Work with a fun and exciting team managing client software and hardware issues towards resolution.

Job roles include, but are not limited to, resolving technical product and/or service problems, actively participate on queue, manage daily callbacks, managing case activity in Purecloud and Salesforce. CORE RESPONSIBILITIES:

• Wow our clients with every interaction in a professional and friendly manner.

Recognize complex or escalating conversations and apply positive, solution-focused language to resolve client needs.

• Ensure prompt responses and appropriate escalation, coordinating with internal departments for seamless resolution.
• Document all necessary ticket information accurately and thoroughly.
• Investigate and troubleshoot Cubex proprietary software and cloud website.
• Utilizing SQL scripts for advanced troubleshooting.
• Manage case activity and ensure tickets are escalated or closed appropriately.
• Execute and adhere to all Cubex Company and department SOP’s and SLA’s.
• Complete additional duties as assigned by the Support Team Supervisor.

OTHER FUNCTIONS:

• Technician dispatch management.
• Support of the field implementation team during Cubex installations.
• Upgrade client software.
• Image and set up hard drives as necessary.
• Coordinate and execute the shipment of parts and supplies to customers.
• Installation and training of Cubex software and hardware for clients.

REQUIRED QUALIFICATIONS:

• Customer service experience in a professional setting.
• Proficient in internet-based applications with a strong technical aptitude and ability.
• Intermediate knowledge of Microsoft Office Suite Products is required.
• Strong verbal and written communication skills; able to adapt for both technical and non-technical personnel.
• Ability to actively listen, empathize, and reassure clients that their issues will be resolved.
• Promotes positive experience for clients and contributes to personal, team, and company growth.
• Logical and creative problem-solving ability with excellent analytical skills.
• Outstanding attention to detail and organizational skills.
• Ability to thrive in a fast-paced, queue-based environment.
• Strong time-management skills with the ability to prioritize effectively.
• Adaptable to evolving job needs and priorities.
• Ability to work a flexible shift, which may include working on a weekend or at night (on call rotating weekend shift).
• High School Diploma or equivalent required.

PREFERRED QUALIFICATIONS:

• Experience with proprietary or industry-specific software.
• Data interpretation and management in Excel.
• SQL experience.
• Knowledge of Veterinary Practice workflows is a plus.

PERKS & BENEFITS:

• Open PTO; including 9 observed holidays.
• Medical, dental, and vision insurance.
• Health Savings Account.
• Flexible Spending Accounts; Health Care and Dependent Care. 401(k) with generous company contribution- Safe Harbor Contribution.
• Company paid long-term disability and life insurance.
• Employee Assistance Program (EAP).
• United Pet Care pet coverage.
• Internet/cell and gym reimbursement.
• Equal Employment Opportunity Statement Mashura LLC is an Equal Opportunity Employer.
• We are committed to a workplace free of discrimination and harassment and make employment decisions on the basis of merit.
• Mashura LLC prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, marital status, veteran or military status, or any other characteristic protected by federal, state, or local law.
• In addition to federal law requirements, Mashura LLC complies with applicable state and local laws governing nondiscrimination in employment.
• We also provide reasonable accommodation for qualified individuals with disabilities and for religious practices, in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.
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