Technical Analyst, Pharmacy -Remote Su-We CST

Position: Technical Analyst, Pharmacy Support-Remote [Su-We 8p-6:30a CST]
Location: Remote

Who is Script Pro?

Imagine working at a place where innovation meets impact, and every day brings new opportunities to revolutionize the pharmacy industry! At Script Pro, 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. Script Pro 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 Script Pro'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 Script Pro is responsible for troubleshooting, analyzing, and maintaining Script Pro systems, applications, hardware, and computer peripherals, as well as using remote support software (i.e. BOMGAR, PC Anywhere, Secure Link, 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 8:00pm - 6:30 am 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 Script Pro.

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 driver's license 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, PC Anywhere, Secure Link, 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 and verbal communication skills

* Ability to multitask with varying priorities, while still maintaining a high attention to detail

* Exemplary attendance, reliability and punctuality

* Outstanding customer service skills

* Strong problem-solving and analytical skills

Preferred

Skills:

* Knowledge of healthcare or pharmaceutical industry…