Software Support Analyst

What We’re Looking For We’re looking for a customer-focused, technically driven individual who thrives in a fast-paced environment. The ideal candidate is a strong problem-solver who communicates clearly, works well across teams, and is committed to delivering a high-quality customer experience while continuously learning and improving. What You Will Do Core Responsibilities Provide installation, configuration and support for PK Software systems, integrations, and related modules Deliver high-quality technical support to customers via phone, email, chat, and remote sessions, ensuring a positive customer experience Diagnose, troubleshoot, and resolve software, hardware, and integration issues in a timely and professional manner Maintain and support client/server environments, including desktop hardware, peripherals, and network connectivity as needed Document, track, and manage support cases in the ticketing system, ensuring accurate notes, proper categorization, and timely resolution Escalate complex issues to Tier 2/3 support or development teams with clear, complete documentation and replication steps Assist with User Acceptance Testing (UAT) for new releases, features, and integrations, providing feedback to improve product quality Create, update, and maintain internal and customer-facing knowledge base articles, technical guides, and troubleshooting documentation Collaborate with Onboarding, Training, Customer Success, and Development teams to ensure seamless customer experiences Identify recurring issues and trends, proactively recommending process improvements or product enhancements Additional Responsibilities Participate in special projects, product rollouts, and internal initiatives as assigned Maintain awareness of new features, updates, and best practices to continuously improve support quality 10% Travel Requirement: Occasional onsite visits to the main office required Who You Are (Qualifications & Competencies) Bachelor’s Degree in Information Technology or equivalent work experience (3+ years in IT field) Minimum of 2 years of experience providing phone-based technical support in an IT environment Pharmacy or healthcare software experience preferred Experience with on-site software implementation or customer onboarding is preferred but not required Strong knowledge of hardware, software, and commonly used IT concepts, practices, and procedures Working knowledge of basic network troubleshooting principles Experience with SQL Server installation, configuration, and troubleshooting Advanced proficiency in Microsoft Office Suite Strong technical aptitude with software systems, databases, and integrations Excellent written and verbal communication skills, with the ability to communicate effectively with both customers and internal teams Ability to present information clearly and professionally in person, over the phone, and in virtual settings Strong customer service and interpersonal skills, with a customer-first mindset Advanced problem-solving and troubleshooting abilities with attention to detail Ability to manage multiple priorities in a fast-paced environment Strong documentation habits, including the ability to create and maintain technical guides and notes Ability to follow and interpret written and verbal instructions with sound judgment and critical thinking Team-oriented mindset with the ability to collaborate effectively across departments Self-motivated with a willingness to learn, adapt, and grow within the role Typing proficiency of at least 50 words per minute Certifications A+ Certification a plus Microsoft certified solutions expert (MCSE), a plus Who We Are PCCA helps pharmacists and prescribers create personalized medicine that makes a difference in patients’ lives. As a complete resource for independent compounding pharmacists, PCCA provides high-quality products, education and support to more than 3,000 pharmacy members throughout the United States, Canada, Australia and other countries around the world. Incorporated in 1981 by a network of pharmacists, PCCA has supported pharmacy compounding for more than 40 years. Learn more at #J-18808-Ljbffr RXinsider LTD.