Technical Analyst, Pharmacy Support-Remote [Su-W 11a-9:30p CST]

Who is ScriptPro?Imagine working at a place where innovation meets impact, and every day brings new opportunities to revolutionize the pharmacy industry! At ScriptPro, you’ll be part of a dynamic team that’s at the cutting edge of technology, creating solutions that make a real difference in people’s lives. ScriptPro develops, sells, and supports state of the art robotics and services in thousands of pharmacy settings around the United States and Canada. As a technical support professional in ScriptPro’s Customer Service department you’ll constantly learn about new products and systems. No two days are the same, every day brings new challenges and opportunities to solve problems in a fast-paced environment. You’ll troubleshoot and resolve technical issues related to software, hardware, and POS systems. This team equips our analysts with the tools and knowledge to make decisions and resolve issues on the first call.Job Summary: The Pharmacy Support Analyst role at ScriptPro is responsible for troubleshooting, analyzing, and maintaining ScriptPro systems, applications, hardware, and computer peripherals, as well as using remote support software (i.e. BOMGAR, PCAnywhere, SecureLink, and Windows Remote Desktop) to assist customer with reported issues. This person will consult with customers to help identify recommended best practices for system configuration, pharmacy workflow, and potential enhancements available. This is a remote work from home position regardless of location. Some travel by air or auto may be required. Reporting Relationship: Supervisor, Technical Support Shift: Sunday through Wednesday 11:00am - 9:30pm CST. This role is primarily performed remotely, though Kansas City Metro employees may be required to work on-campus periodically according to business need. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro. Scope of the Role:Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and servicesConduct technical analysis and review of system performanceTroubleshoot issues with proprietary software, third party insurance and credit card processing, Crystal and RDLC reports, mobile and web applications, Windows O/S, SQL database, and pharmacy operations workflowResearch required information using available resources including internal knowledge base articles, technical procedures, SharePoint, mentors, and previously documented Service RequestsRespond to customer inquiries from a general queue or a subject matter expert specific queue as assignedDeliver service and support to end-users through automated call distribution phone software and Oracle Service Cloud chat and email support simultaneouslyWork a queue of tickets based on priority and impact to the customerRecommend workflow changes based on pharmacy needs and recommended best practicesOrganize ideas, updates, and resolutions in a manner appropriate to the intended audience and situation via oral and written communications with a high level of data qualityClearly communicate troubleshooting steps, ideas, workflow steps, and processes to end usersBuild customer relationships through providing superior customer serviceDocument all job functions using Siebel with a high level of data qualityProactively monitor systems for performance and connectivity to minimize or eliminate downtimeCoordinate support for onsite field technicians and shipment of parts to sitesAll candidates must possess a valid driver’s license and be willing to travel by air for work-related duties if located outside the areaPerform other duties as assigned by a supervisor or manager Required Qualifications:An associate degree in computer science or a related field is preferred3+ years experience with Windows OS (Windows7/10 Server 2012/2016), networking, software, and hardware troubleshootingAdvanced knowledge of desktop and peripheral hardware troubleshootingExperience supporting proprietary software applicationsProficiency with remote support tools such as BOMGAR, PCAnywhere, SecureLink, or Windows Remote Desktop, etc.Working knowledge of connectivity and networking conceptsIntermediate knowledge of SQL databases and query syntax Experience using help desk ticketing systems (Oracle, Siebel, or other CRM systems)Experience with SLA-driven resolution environmentsEfficient typing skills are a must; candidate must be able to type 50 WPMPositive attitude, drive, and tenacityAbility to thrive in a position supporting a constantly evolving and growing industry Excellent written and verbal communication skillsAbility to multitask with varying priorities, while still maintaining a high attention to detailExemplary attendance, reliability and punctuality Outstanding customer service skillsStrong problem-solving and analytical skills Preferred Skills:Knowledge of healthcare or pharmaceutical industry emphasis in outpatient pharmacy practiceExperience working with inventory suppliers to place ordersIT Certification (A+, MCITP Windows OS, Network +, etc.) Pharmacy operations knowledge Remote Work Requirements:Must have high-speed reliable internet access with a hard-wired connectionMust have a distraction free home office workspaceMust be willing to participate in video virtual meetings (camera on) Compensation and Benefits: The compensation range for this role has been established at $24.00 - $27.00 hourly. The final agreed-upon compensation is based on a number of factors, including but not limited to: individual education, qualifications, skills, prior work experience, competencies, and geographic work location. The above compensation range represents the Company’s good faith and reasonable estimate of the range of possible compensation at the time of posting.At ScriptPro, we believe that our employees are our greatest asset. That’s why we are committed to fostering a workplace that prioritizes and enhances your personal health and well-being. Health: Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on campus Gym, and Vitality Wellness Program that helps lower your premium costs Well-being: Paid Time Off (PTO), Parental Leave, nine (9) paid holidays, paid volunteer hours, Employee Assistance Program, company-sponsored events and team-building activities, 401(k) Retirement Plan with company match, financial investment services, employee discounts on products and services.Employment Conditions: It is ScriptPro's policy to run a comprehensive background check post job offer and you must be able to obtain Department of Defense security clearance after date of hire. See Standard Form 85 to preview requirements.This position includes responsibilities for ensuring compliance with cybersecurity and privacy policies to support the safeguarding sensitive data, including personally identifiable information (PII) and Protected Health Information (PHI). Completion of annual cybersecurity and privacy awareness training is required, as the role aligns with the organization’s security posture and risk management practices. All duties are defined in accordance with standardizations to ensure consistency and accountability of the policies.Working Conditions:Requires routine use of standard equipment and extended computer use. Candidates must be able to sit, use hands and fingers, and occasionally lift, stoop, bend, and reach. Problem-solving, practical learning, and instruction interpretation skills are essential. ScriptPro appreciates the unique qualities of each team member, and as an Equal Opportunity employer does not discriminate on the basis of race, color, religion, national origin, sex, pregnancy, age, disability, genetic information, veteran status, or any other legally protected status.The company utilizes internal resources for sourcing and filling positions and, when external assistance is needed, will engage only with pre-approved, contracted agency partners. The company does not offer visa sponsorships. All applicants must have legal authorization to work in the United States.Please visit www.scriptpro.com to learn more about ScriptPro.

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