Technical Analyst, Pharmacy Support

This job was posted by : For more information, please see: 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, youll be part of a dynamic team thats at the cutting edge of technology, creating solutions that make a real difference in peoples lives. ScriptPro develops, sells, and supports state of the art robotics and services in thousands of pharmacy settings around the United States and Canada. [ScriptPros Customer Service department delivers high-quality support across a range of products and systems, helping customers navigate technical challenges with confidence. This team operates in a fast-paced environment where problem-solving, adaptability, and continuous learning are key. Every interaction is an opportunity to make a direct impact by resolving issues, building customer trust, and playing a critical role in the overall customer experience.]{pasted="true"} **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 position, with preference given to candidates located in the Kansas City Metro area. ]{pasted="true"} Some travel by air or auto may be required. **Reporting Relationship:**Supervisor, Technical Support **Shift:**Monday through Friday 6:00am - 2:30 pm CST.[This role is primarily performed remotely, though Kansas City Metro employees may be required to work on-campus periodically according to business need.]{pasted="true"}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 services - Conduct technical analysis and review of system performance - Troubleshoot 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 workflow - Research required information using available resources including internal knowledge base articles, technical procedures, SharePoint, mentors, and previously documented Service Requests - Respond to customer inquiries from a general queue or a subject matter expert specific queue as assigned - Deliver service and support to end-users through automated call distribution phone software and Oracle Service Cloud chat and email support simultaneously - Work a queue of tickets based on priority and impact to the customer - Recommend workflow changes based on pharmacy needs and recommended best practices - Organize 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 quality - Clearly communicate troubleshooting steps, ideas, workflow steps, and processes to end users - Build customer relationships through providing superior customer service - Document all job functions using Siebel with a high level of data quality - Proactively monitor systems for performance and connectivity to minimize or eliminate downtime - Coordinate support for onsite field technicians and shipment of parts to sites - All candidates must possess a valid drivers l cense and be willing to travel by air for work-related duties if located outside the area - Perform other duties as assigned by a supervisor or manager Required Qualifications: An associate degree in computer science or a related field is preferred 3+ years experience with Windows OS (Windows7/10 Server 2012/2016), networking, software, and hardware troubleshooting Advanced knowledge of desktop and peripheral hardware troubleshooting Experience supporting proprietary software applications Proficiency with remote support tools such as BOMGAR, PCAnywhere, SecureLink, or Windows Remote Desktop, etc. Working knowledge of connectivity and networking concepts Intermediate knowledge of SQL databases and query syntax Experience using help desk ticketing systems (Oracle, Siebel, or other CRM systems) Experience with SLA-driven resolution environments Efficient typing skills are a must; candidate must be able to type 50 WPM Positive attitude, drive, and tenacity Ability to thrive in a position supporting a constantly evolving and growing industry Excellent written an