Enterprise Support Analyst

PrimeRx, developed by Micro Merchant Systems, is a leading provider of state-of-the-art pharmacy management solutions, serving thousands of pharmacies nationwide. With over 30 years of experience, PrimeRx offers a comprehensive suite of tools designed to streamline operations, enhance patient care, and improve overall efficiency.


At the core of our ecosystem is PrimeRx Enterprise, a proven, robust system delivering integrated functionality for all pharmacy types. Expanding on this foundation, PrimeRx CLOUD provides secure, flexible, and remote access, while PrimeRx MARKET revolutionizes pharmaceutical purchasing with a competitive e-commerce platform.


Together, these solutions create the PrimeRx ecosystem, driving efficiency, profitability, and better patient outcomes. Let PrimeRx power the future of your pharmacy.


JOB SUMMARY:


PrimeRx is seeking a highly skilled Enterprise Support Analyst to provide premium technical support for our high-profile Enterprise pharmacy clients. This role requires exceptional customer service, deep technical expertise, and the ability to troubleshoot both hardware and software issues across Citrix, Azure, and other infrastructures. The ideal candidate will deliver an elite support experience, ensuring prompt and effective solutions while maintaining high standards of communication, professionalism, and technical accuracy.


KEY RESPONSIBILITIES:

  • Handle 15+ calls, emails, and chats daily in a fast-paced environment while maintaining a professional and polished delivery.
  • Communicate effectively in written and verbal formats via email, chat, web meetings, and direct client interactions.
  • Engage proactively with Enterprise Clients to ensure timely resolution and exceptional customer satisfaction, maintaining key performance indicators (90% First-Call Resolution) and SLAs (90% of all calls answered within 60 seconds).
  • Develop deep expertise in PrimeRx™ configurations, interfaces, and environments to provide specialized support, including troubleshooting both hardware and software issues, insurance rejections, and system functionality concerns.
  • Conduct root cause analysis and handle escalations from other departments.
  • Troubleshoot hardware and networking issues, including system configurations, device connectivity, and infrastructure challenges within Citrix, Azure, and cloud-based environments.
  • Collaborate with Enhanced Client Services, Installation & Support Service Management, TechOps and Subject Matter Experts to resolve complex technical issues efficiently.
  • Participate in weekly Customer Success meetings, providing updates on pending and escalated tickets.
  • Stay up to date with product changes, industry developments, and organizational updates to enhance troubleshooting capabilities and maintain a 90% First-Call Resolution.
  • Assist in reviewing Enterprise Customer Installations to help customers and internal support teams stay knowledgeable across multiple products, including pharmacy management software, apps, APIs, interfaces, hardware, and networking solutions.
  • Escalate critical client issues to Enterprise Team Leads, Subject Matter Experts, Principal Analysts, TechOps, or Development Teams as necessary.

JOB COMPETENCIES:

  • Associates degree or Technical School/Industry Certifications such as MCSE, ITIL, ISO 9001, HDI, or Pharmacy Technician Certification, preferred.
  • 3-5 years of related experience in hardware/software technical support role or Retail/LTC/Mail Order/Specialty pharmacy experience, preferred.
  • Experience working with/supporting pharmacy management software is highly preferred.
  • Familiarity with pharmaceutical terminology and processes.
  • Strong ethic and meticulous mindfulness.
  • Excellent analytical skills, sound reasoning abilities, and execution of sound judgment.  

QUALIFICATIONS:

  • Bachelor’s degree in information technology, Computer Science, or related field; or equivalent work experience.
  • Minimum of 2-3 years of experience in a technical support role, preferably in a Tier 2 capacity.

BENEFITS:

  • Refreshments & Dining- HQ
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • 401k safe harbor plan, match up to 4%
  • HSA/FSA/Commuter
  • Paid STD/Life
  • Employee discount program
  • Employee assistance program
  • Spring Health - mental well-being program
  • Paid Paternity Leave

Our hiring process is in compliance with applicable law. All persons hired are required to verify identity and work eligibility and complete employment eligibility verification.

 

We do not accept unsolicited headhunter and agency resumes. We will not pay fees to any third-party agency or Company that does not have a signed agreement with PrimeRx. PrimeRx is an equal-opportunity employer.

 

We eagerly seek applicants of diverse backgrounds and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.


The hourly rate for this position may vary depending on the candidate's location due to regional cost of living differences. Final compensation will be determined based on the candidate's skills, experience, and educational background. As such, the hourly range is subject to adjustment to align with market conditions and company policies.

The pay range for this role is:

24 - 26 USD per hour (NY)

Operations

Uniondale, NY

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