CORP PHAR/OPERATIONS SPECIALIST

JOB DESCRIPTION

Position Summary:
The Pharmacy Operations Specialist provides advanced (level 3) support for Pharmacy andEasyFill Pharmacy Retail Network EPRN Pharmacy system issues liaison withKroger Support Center KSC pharmacy staff to aide in identifying areas of opportunity for development of EPRN including defect fixes and enhancements utilizing ticket trend information in addition to general ticket knowledge. Role model and demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety of others.

RESPONSIBILITIES

Essential Job Functions:
• Provide functional support via phones and/or other media as required
• Complete and document all calls in the form of Service Tickets through resolution
• Close the more difficult and complicated tickets that have been escalated to level 3 from the Primary Call Analysts or EasyCall PRN in specialty area that could not be resolved through typical channels and documentation
• Escalate and monitor tickets through IS&S or business team support layers to issue resolution
• Identify and escalate to management any identified trends affecting our customers to reduce overall incidents to customers. Provide in depth information with examples as needed to the business and technical teams to be used for root cause analysis.
• Clearly communicate technical analysis and resolution through written documentation within knowledge base for area of specialty.
• Triage calls by priority and resolve in a timely manner and manage queue depth for escalated calls
• Responsible for call backs on escalated and resolved tickets to vendors, store techs, pharmacists and division personnel
• Intermediate knowledge of Infra and Wiki for call logging and closure
• Responsible for coordinating with and providing feedback and/or training information to KSC in area of specialty based on ticket escalated to specialty queue
• Review tickets in area of specialty and to identify trends and opportunities for defect fix or enhancement
• Perform select advanced level functions or lead special project work as directed by management
• Educate and cross train other specialists to assure proficiency and adequate backup. Implement or lead efforts to train the staff as requested
• Some availability to work hours from 8 a.m. to 1 a.m. e.s.t. Sunday through Saturday if needed
• Must be able to perform the essential functions of this position with or without reasonable accommodation

Desired Previous Job Experience
• 2 years Kroger Support Center experience
• Previous Pharmacy Technician Experience or support of Kroger EPRN Pharmacy software/or EPRN Pharmacy hardware
• Intermediate knowledge of business objects
• Intermediate knowledge of infra and wiki for call logging and closure
Minimum Position Qualifications:
• 2 years prior experience in Pharmacy or technical support
• Strong customer service background
• Excellent communication and presentation skills to effectively communicate Intermediate skills in Microsoft Word, Excel and Powerpoint
• Ability to multitask
• Ability to work independently or in a team
• Ability to travel independently