Technical Support Analyst (Th-Su 8pm-6am CST)

Job Summary: The Technical Support Analyst is responsible for responding to inbound customer service calls to provide remote support problem resolution with the highest level of professionalism and courtesy. Responsible for opening service requests in a ticketing system that allows for organizing, tracking, and escalating of customer inquiries that range from general “how to” questions to more advanced technical issues. The Technical Support Analyst may also assist with customer support projects and/or research projects, as needed. This is a remote work from home position regardless of location. There will be required 6 week training at our headquarters in Mission, KS.

Reporting Relationship: Supervisor, Technical Support

Shift: Thursday - Sunday 8:00pm - 6:00am CST. This is a remote position. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro.

Scope of the Role: 

• Analyze, troubleshoot, maintain, and repair ScriptPro systems, hardware, and computer peripherals
• Maintain, upgrade, or replace software systems and provide hardware support
• Support and maintain user account information including rights, security, and systems groups
• Maintain progressive knowledge of ScriptPro systems
• Perform other duties as assigned

Education and Experience Requirements:

• Requires a minimum of an Associate’s degree in an engineering or technology related field or a Bachelor’s degree or equivalent, or 2 years of related experience
• Basic Windows OS Knowledge (NT/XP/7/8)
• Requires working knowledge of desktop and peripheral troubleshooting
• Preferred familiarity with a ticketing or service desk software application and SLA driven resolution times
• Problem solving and analytical skills
• Positive attitude, drive and tenacity
• Excellent customer service skills
• Excellent written and verbal communication skills
• Ability to multitask with varying priorities and attention to detail

Preferred Skills:

• Knowledge of ScriptPro systems
• Experience in pharmacy

Remote Work Requirements:

• Must have high-speed reliable internet access
• Must have a distraction free home office workspace
• Must be willing to participate in video virtual meetings (camera on)

Working Conditions: This position operates in an office or home office environment. Routine use of standard office equipment is required. Must be able to use a computer for extended periods of time. Regularly required to sit, use hands and fingers, and expected to occasionally lift, stoop, bend, and reach. Ability to learn and solve practical problems and interpret a variety of instructions is required.
   

ScriptPro is not sponsoring a visa for this position.

ScriptPro is an Equal Opportunity Employer Committed to a Diverse and Inclusive Workforce.

Please visit www.scriptpro.com to learn more about the mission of our company.