Hi Matt! How would you describe your role at SoftWriters?
I am one of three supervisors for the FrameworkLTC support team. On any given day you will see me helping analysts resolve their calls, tackling elevated support issues, and working to improve our overall customer experience at SoftWriters! My aim is to provide our customers with resolutions to their issues as correctly and swiftly as possible.
What is your favorite part of the job?
My favorite part of the my job is the challenging nature of what we do in support: the calls we receive from customers on any given day present questions that can range from a basic issue to something extremely unique and complex. Solving these keeps me on my toes and I very much enjoy the challenge; I feel like I learn something new every day.
In addition, I also find personal satisfaction in being able to resolve a stressful situation for our customers. We in support understand how hectic it can get in an LTC pharmacy and how quickly an issue can derail operations. Knowing this, it is fulfilling for me when I'm able to solve a problem for our customers and make their day a little better.
What is your favorite functionality of any of our products?
Since day one, I've been extremely impressed with our FlashRx functionality in FrameworkLTC. I was told numerous times during training how robust it was and how much time it saved pharmacies, but I didn't fully realize it until I was connected in with a customer and they were pulling 1,000+ Rx's into a batch with just a couple clicks of the mouse. I'm impressed with how "smart" this functionality is and how much it is able to do for our customers.
What is a little known fact about you?
I am an avid vinyl record collector. I took an interest in it about 5 years ago; I was lucky enough that my dad didn't get rid of any of his records from when he was younger, so my collection started out pretty strong and quickly grew as I fell headfirst into the hobby. I currently have about 650 vinyl records, and counting! One of my favorite memories of the hobby is when I was able to sit down with my dad and listen to the records he listened to in high school.