Technical Support Specialist I

The Role

The Technical Support Specialist I supports customers operating NEXiA Proprietary automated pharmacy fulfillment systems in live production environments. This role requires a dedicated customer centric, solutions driven individual to provide first point of contact for support inquiries, ensuring accurate issue triage, documentation, and resolution while delivering exceptional customer experience.

Who You Are

• Associates degree with 1+ years of experience in a technical support, help desk, or customer service environment, or equivalent proven experience.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate and resolve technical issues.
• Compliance responsibilities (HIPAA, PHI Handling), secure handling of logs, access, and credentials.
• Excellent verbal and written communication skills.
• Professional, customer focused demeanor with the ability to remain composed under pressure.
• Effective communicator with both technical and non-technical stakeholders.
• Organized, analytical, and methodical in troubleshooting.
• Works well in a fast-paced environment.
• Able to perform remote troubleshooting and guide customers of varying technical skill levels.

Even Better If You Have

• Experience in healthcare or pharmacy-related environments.
• Experience supporting integrated software and hardware solutions in production environments.
• Basic familiarity with Microsoft Windows desktop and server operating systems.
• Familiarity with support platforms such as Salesforce, ServiceNow, Zendesk, Or Jira.
• Basic of client-server applications, networking fundamentals (TCP/IP, DNS, VPN, etc.), firewall operations, SQL & relational databases, Windows desktop and Server OS.
• Proficient with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook).

Pay & Benefits

The estimated base annual salary range for this position is $62,500 to $72,000, though a candidate’s base annual salary shall be determined on a range of factors, including, but not limited to, qualifications and experience. This position may additionally be eligible for an annual discretionary bonus.

Perks include:

• Generous time off policy that allows you to put your family first.
• Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company.
• Competitive benefits, salary, and talent development opportunities.
• Commitment to professional development and working for a company where your voice is heard.

About iA

iA® (Innovation Associates®) is a pharmacy fulfillment company that provides an integrated platform of capabilities to support Centralized and Community Pharmacy Fulfillment Solutions. With over 30 years of experience in the pharmacy fulfillment business, we have developed and implemented a suite of automation and software solutions that help deliver quick and sustainable business results. Our integrated Pharmacy Fulfillment Platform enables scalable solutions that helps run the prescription fulfillment process from prescription acceptance to delivery, supporting dynamic design flexibility to service pharmacies in a variety of volumes and settings. Our solutions improve workflow, and increase efficiency, while enabling more time for pharmacists to focus on their patients. iA works with pharmacy providers in the Commercial, Health Systems, Government, and Mail Order/eCommerce markets. iA can help customers transform their pharmacy.

Our Mission:

We partner with providers to transform pharmacy through our leading-edge software enabled fulfillment technology and partners to deepen the patient-pharmacist relationship, enhancing patient safety and choice while increasing operational efficiency. iA empowers pharmacists to focus on patient care. iA can run the prescription fulfillment process from start to finish, helping pharmacies manage fulfillment and inventory to help lower costs, improve efficiency, increase safety, and provide comprehensive Rx tracking and real-time support.

Core Values

• Solutions Driven
• Customer Centric
• Championing Diversity
• Empowering Ownership
• Trust Daringly

Equal Employment Opportunity

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. iA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.