Technical/Help Desk Support Representative
LanceSoft, Fort Worth, TX, United States
Job Description
Title:
Technical/Help Desk Support Representative Work location & type (Onsite / Hybrid / Remote): Hybrid, some onsite is required in the Fort Worth office as needed. 13501 Park Vista Blvd, Fort Worth, TX, USA 76177 Pay Rate:
24.00/HR Duration:
04/13/2026 to 04/10/2027 Work schedule (days & time): Mon Fri, typically shifts depend on business need but start as early as 7: 00 am CST, to as late as 10: 00 am CST, and depends on the status they have in the grading of the training. On
site training required at Fort Worth, TX location
Required vs. Preferred skills:
Required 1-3 years experience in a call center environment, prefer Technical Support and will consider Customer Support with strong technical background. Using a Knowledge Base system or methodology for troubleshooting and diagnosing customer issues.
Preferred:
Salesforce, Microsoft Teams, Service Now, Office products (Excel, Outlook, Word, Power Point), Smartsheet, Cisco Systems for phones/telephony, Verint. AI tools knowledge and usage. SAP knowledge is also helpful. If working from home, must have a secure wired ethernet connection. No outside connections such as working from Starbucks, McDonalds, etc. Or wireless connections.
Essential Functions:
Provide remote technical support to pharmaceutical customers using Client Connect ordering systems Diagnose, research, and resolve technical issues related to: Ordering workflows Standard software and hardware Handheld and mobile devices CSOS certificate activation and enablement Respond to inbound support requests via: Telephone Chat support Email Accurately document, track, and monitor incidents and requests in Salesforce to ensure timely resolution Escalate recurring, complex, or high impact issues to Business Analysts or Team Leads as appropriate Work in assigned inbound call queues based on Workforce Management direction Deliver technical guidance and basic training to customers and internal partners as needed Follow established procedures, security protocols, and documentation standards Meet or exceed defined service level and performance expectations
Job Level & Work Complexity
Entry level professional role Works on problems of limited scope and complexity Uses readily available information and follows standard practices and procedures Exercises judgment within defined guidelines Receives moderate supervision with emphasis on learning and skill development
Minimum Requirements
High school diploma or equivalent 1+ year of experience in: Technical support, help desk, or service desk environments OR Customer service with technical troubleshooting responsibilities Ability to troubleshoot software, hardware, and system issues Strong verbal and written communication skills Ability to document issues accurately in a case management system Ability to work scheduled shifts, including rotating weekends as required
Preferred Requirements
Experience supporting Client Connect or similar healthcare technology platforms Experience with Salesforce or comparable ticketing systems Experience supporting handheld or mobile devices Healthcare, pharmaceutical, or regulated industry experience Demonstrated ability to meet KPI driven performance standards Core Competencies (Workday Aligned) Customer Focus Technical Troubleshooting Communication Quality & Accuracy Time Management Learning Agility Adherence to Process & Policy
Work Environment
On site training required at Fort Worth, TX location Fast paced, metrics driven support environment Help Desk operations support extended business hours, including evenings and weekends
Meet Your Recruiter
Manjunath T
Title:
Technical/Help Desk Support Representative Work location & type (Onsite / Hybrid / Remote): Hybrid, some onsite is required in the Fort Worth office as needed. 13501 Park Vista Blvd, Fort Worth, TX, USA 76177 Pay Rate:
24.00/HR Duration:
04/13/2026 to 04/10/2027 Work schedule (days & time): Mon Fri, typically shifts depend on business need but start as early as 7: 00 am CST, to as late as 10: 00 am CST, and depends on the status they have in the grading of the training. On
site training required at Fort Worth, TX location
Required vs. Preferred skills:
Required 1-3 years experience in a call center environment, prefer Technical Support and will consider Customer Support with strong technical background. Using a Knowledge Base system or methodology for troubleshooting and diagnosing customer issues.
Preferred:
Salesforce, Microsoft Teams, Service Now, Office products (Excel, Outlook, Word, Power Point), Smartsheet, Cisco Systems for phones/telephony, Verint. AI tools knowledge and usage. SAP knowledge is also helpful. If working from home, must have a secure wired ethernet connection. No outside connections such as working from Starbucks, McDonalds, etc. Or wireless connections.
Essential Functions:
Provide remote technical support to pharmaceutical customers using Client Connect ordering systems Diagnose, research, and resolve technical issues related to: Ordering workflows Standard software and hardware Handheld and mobile devices CSOS certificate activation and enablement Respond to inbound support requests via: Telephone Chat support Email Accurately document, track, and monitor incidents and requests in Salesforce to ensure timely resolution Escalate recurring, complex, or high impact issues to Business Analysts or Team Leads as appropriate Work in assigned inbound call queues based on Workforce Management direction Deliver technical guidance and basic training to customers and internal partners as needed Follow established procedures, security protocols, and documentation standards Meet or exceed defined service level and performance expectations
Job Level & Work Complexity
Entry level professional role Works on problems of limited scope and complexity Uses readily available information and follows standard practices and procedures Exercises judgment within defined guidelines Receives moderate supervision with emphasis on learning and skill development
Minimum Requirements
High school diploma or equivalent 1+ year of experience in: Technical support, help desk, or service desk environments OR Customer service with technical troubleshooting responsibilities Ability to troubleshoot software, hardware, and system issues Strong verbal and written communication skills Ability to document issues accurately in a case management system Ability to work scheduled shifts, including rotating weekends as required
Preferred Requirements
Experience supporting Client Connect or similar healthcare technology platforms Experience with Salesforce or comparable ticketing systems Experience supporting handheld or mobile devices Healthcare, pharmaceutical, or regulated industry experience Demonstrated ability to meet KPI driven performance standards Core Competencies (Workday Aligned) Customer Focus Technical Troubleshooting Communication Quality & Accuracy Time Management Learning Agility Adherence to Process & Policy
Work Environment
On site training required at Fort Worth, TX location Fast paced, metrics driven support environment Help Desk operations support extended business hours, including evenings and weekends
Meet Your Recruiter
Manjunath T