Customer Support Specialist

About Lumistry

Lumistry serves over 9,000 pharmacies globally, helping them transform their businesses to improve adherence, reduce operating costs and increase revenue. We offer a collection of solutions purpose-built for pharmacies, enabling our customers to engage with their patients, consolidate vendors, improve patient health literacy, automate tasks and initiate online scheduling for programs and services. For more information, visit lumistry.com.

About the Role

As a Customer Support Specialist, you'll work with our clients to solve problems and deliver a great customer experience. The Customer Support team helps our pharmacies and patients troubleshoot common issues and get the most out of our products. The Customer Support team collaborates closely with other teams including Implementation, Marketing & Sales, and Success & Retention to solve customer issues and provide a superior support experience.

Responsibilities

• Handle client questions through inbound phone calls, emails, and chats
• Gain a broad knowledge of our products to answer a wide variety of customer questions through training and internal resources
• Use excellent communication skills to build rapport and quickly determine customers’ needs
• Resolve complex customer service issues by analyzing the customer problem and providing logical solutions
• Provide clients with training on our products, and offer suggestions on how they can best utilize our products for their company needs
• Maintain Salesforce by accurately updating customer records, and client interactions occurring either by phone, email and/or chat
• Help maintain and expand internal knowledge base for customer support on product knowledge, troubleshooting, and common questions
• Display a positive can-do attitude and demonstrate a commitment to delivering fantastic customer service

Qualifications

• Enthusiasm for helping customers - customer service experience required
• Experience working with customers via phone and email - required
• Excellent listening, verbal and written communication skills
• Comfortable learning new tools and being creative to solve problems
• Innovative, quick learner, and good teammate 
• Strong organizational skills including attention to detail and multi-tasking
• Curiosity to learn about our products, clients, and industry

Other Information About This Job

• This job will be based in Boiling Springs, SC, or remote (restricted to candidates in the U.S.).

Compensation

The starting pay range for this remote position is $18.00 – $21.00 per hour, commensurate with experience, skills, and geographic location.

Please note: In compliance with state and local labor laws, the starting base rate for candidates residing in jurisdictions with a minimum wage higher than $18.00/hour will be adjusted upward to meet or exceed the local legal minimum.

Benefits

Lumistry offers a comprehensive benefits package, including flexible time off, medical, dental, vision, and long-term disability coverage, fitness benefits, and more.

Diversity & Inclusion at Lumistry

Lumistry is an equal opportunity employer dedicated to an inclusive workplace. We prohibit discrimination and harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, pregnancy, or any other characteristic protected by law.

This commitment applies to all aspects of employment, from recruiting and hiring to compensation and promotion. Our decisions are based solely on qualifications, merit, and current business needs.

Accessibility

We provide reasonable accommodations for qualified individuals with disabilities during the application and interview process. If you require assistance, please don't hesitate to reach out.