Resource and Workload:• Managing resource and workload through dispatching tickets to consultants based on SLA and skill set • Categorise and Prioritise according to Fred’s Priority levels • Provide analysis, troubleshooting guidance and supporting artefacts to assist service delivery• Contribute to achievement of SLA’s by ensuring tickets are prioritised and assigned within the SLA timeframe guidelines• Perform Customer Services Board management including but not limited to reviewing tickets, resource availability/capacity, dispatch, triage and ticket research• Maintaining an in-depth knowledge of Consultant skills sets• Analysis and identification of ticket trends, actioning and alerting for impacts or risk • Assist with creation and maintenance of ConnectWise templates that help resolve reoccurring calls• Ongoing assessment of team procedures and standards set to ensure complianceService Delivery and Operational Analysis• Be across current Fred product releases, updates, service outages, training or other events and likely impacts to ticket volumes• Ensure prompt alerting of new customer issues to the Customer Services Team Leader or Manager • Assist with continual review of customer survey feedback, complaints and NPS ensuring outcomes facilitate better customer experience• Facilitate strong communication within the Customer Service team by coordinating and disseminating relevant information• Work with Team Leaders to assist with workload and improve capacityQuality and Continual Improvement • Maintain strong emphasis on customer experience and satisfaction ensuring this is the focal point of all initiatives • Create and promote an environment of continual improvement by acting on opportunities to improve processes, services, products and systems• Monitor and review ticket quality against various criteria to assist in achieving improved service, and performance outcomes with gained efficiencies

Support, maintain and deliver quality process and service improvements that align with organisational strategy, priority and deliver measurable business valueBusiness and Process KnowledgeDevelop and maintain a solid understanding of cross functional team processes, business priority and objectivesDevelop and maintain a solid understanding of internal applications, promoting the use of functionality that demonstrates efficiency and value Develop and utilise consistent team methods and best practice, focusing on an overall team approachProcess/Service Improvement Collaborate with Mangers and designated team members and various departments to develop effective processes and servicesConduct analysis and assessment of known and future state, compliance and identifying gaps and impactIdentify scope, priority, timeframes and provide clear communication on project or ticket requirements to key stakeholdersProvide recommendations and guidance on process and service improvement pertaining to internal applications Design and implement process and services improvements that are clear, concise, streamlined and fit for purposeDevelop policies, process and procedural documentation as agreed in the scoping phase for implementation and user requirementsFacilitate communication channels between teams by coordinating and disseminating relevant informationIdentify risk and impact with existing or new process/service improvements, making recommendations on mitigation strategiesTrack and report on milestones, communicate project progress, outcomes and feed-back to all stakeholdersQuality and Continual ImprovementMaintain strong emphasis on “customer experience” and satisfaction ensuring this is the focal point of all process and service improvement Current benchmarks, success factors and quality measures sets expectations and goals for improvementCreate and promote continual improvement by raising opportunities to improve processes, services, products and systems

Demonstrate robust team behaviours including sharing knowledge, respectfully challenging ideas, being flexible and providing mentoring and coachingActively participate in problem reduction through effective communication of issues to Fred Help Team Leaders, Product Managers, Trainers and TechniciansActively participate in knowledge transfer through effective communication of issues to Fred Help Team Leaders, Product Managers, trainers and technicians. Help Desk ProcessManaging resources and workload through dispatching tickets to consultants based on SLA and skill set.Categorise and prioritise workload according to Fred's Service Level Agreements and Business Priorities.Act as a liaison between customers and internal support staff to assure accurate problem interpretation.Communicate issues and resolutions to Help Desk Team LeadersCommunicate issues and resolutions to Product ManagersProvide advanced training to Help Desk ConsultantsLiaise with 3rd party vendors and managed service providers to ensure Fred products and services function effectively for customers where requiredUpdate knowledge database with relevant informationLiaise with the Development and the respective Product teams on all aspects of productAssist Customer Services Manager with design and implementation of projects to improve the delivery of Services Continuous ImprovementWork with Fred Help Team Leaders and Coordinator to identify available training that will enhance and improve computing support delivered to customersWork with Fred knowledge team to create and update documentation for Fred products and services On-going Maintenance & Production SupportReview and recommend modifications to procedures with Fred Help Team LeadersEnsure prompt alerting of new customer issues to Fred Help ConsultantsCreate an environment of continuous improvement by acting on opportunities to improve processes, products and systems

Support the achievement of business objectives of the provision of superior Help Desk services to Fred Health, Fred Retail and Fred eHealth customers through investigation and resolution of the more complex software, hardware, network and environment issues encountered by the Help Desk.• Resolution of Escalated issues from Help Desk Consultants nationwide.• Management of Production Support Boards for Escalated issues from Fred Help Customer Services regarding Fred Dispense, PBS Online, eRx Script Exchange and Fred Pak.• Investigation and interpretation of Visual FoxPro databases.• Liaison to Development Team, reporting of program update related problems, communication of Pharmacy needs Vs. Program Capabilities.• Creation of Knowledgebase articles for known issues and Frequently Asked Questions about Program Errors, Procedures and Training.

Experience allocating SATS calls to Support Consultants.Assisting members of Support with calls they are unable to resolve on their own.Educating Support Consultants as well as Pharmacists about regulations and procedures that arise from changes in our Software to reflect changes to the Pharmaceutical Benefits Scheme.Investigation and resolution (where possible) of issues added to Production Support Boards on Sharepoint, and where necessary, escalation to Development Teams.

• Answering Support calls and e-mails from Customers, in accordance with our Service Level Agreements.• Detailed logging of relevant information, and exceptional communication skills, resulting in positive feedback from customers.• Lysander Training Course• Providing Training to customers for Fred Dispense, and FredPak, via phone, internally, and on-site.• Involvement in the eRx – Script Exchange, customer support, first level point of contact at FRED Health.• Registrations and Activations using Microsoft Dynamics CRM, and the eRx Administration Portal.• Answering items logged on the eRx Service Board from both Customers and Internal Staff.

Fast and efficient dispensing skills – Fred Dispense Software.Medication Profiling – Webstcare MMSNursing Home Drug Chart Audits and interpretation.Hospital Discharges, and communication with Doctor’s regarding regarding changes to medication regimes.Dose Administration Aids (Webster – Multi-Dose, Unit Dose 7 and Dosette).Consulting with other Pharmacies within our ‘Group’, preparing them to begin providing services to their own Nursing Home facilities.Transmission and receipt of daily orders from Wholesalers.Invoicing, Monthly Statements from suppliers.Accounting experience with William Debtors Software.Experience with Sales Rep’s, ordering direct from Manufacturers.Creation of systems/procedures for Emergency Medication Requirements at Nursing Home Facilities, and relevant audit procedures.

Fast and effective Dispensing skills –FRED Dispense and Aquarius Software.Webster-Pak and Dosette filling.Supplying Weekly medication orders for Nursing Homes.Stock Control, invoicing, transmission of daily orders from Wholesalers, Simple Retail POS software.SOFTWARE PACKAGES:Microsoft Office (Word, Excel, Access).PowerPoint.Outlook Express.WiniFred/FRED dispense, Aquarius.Quicksell for Pharmacy.Simple Retail POS.WebsterCare Medication Management System.MountainTop Accounting.William Debtors.