Pharmacy Support Analyst-Remote [Mon-Fri 1pm-9:30pm 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 may be required. 

Reporting Relationship: Supervisor, Technical Support  

Shift: Monday to Friday 1pm-9:30pm CST. 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
• Perform other duties as assigned by a supervisor or manager   

Required Qualifications:

• Associate’s degree in a computer or computer science related field or equivalent 3+ years related experience 
• 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
• Experience with a remote support tool (BOMGAR, PCAnywhere, SecureLink, or Windows Remote Desktop, etc.)
• Working knowledge of connectivity and networking concepts
• Intermediate knowledge of SQL databases and query syntax 
• Experience with a help desk ticketing system (Oracle, Siebel, or other CRM systems)
• Experience with SLA driven resolution times
• 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 and punctuality 
• Outstanding customer service skills
• Problem solving and analytical skills   
• 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 86 to preview requirements.

Preferred Skills:

• Knowledge of healthcare or pharmaceutical industry emphasis in outpatient pharmacy practice
• Experience working with inventory suppliers to place orders
• IT Certification (A+, MCITP Windows OS, Network +, etc.)  
• Pharmacy operations knowledge  

Remote Work Requirements:

• Must have high-speed reliable internet access with a hard-wired connection
• Must have a distraction free home office workspace
• Must be willing to participate in video virtual meetings (camera on) 
• Occasional Travel is required 

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, Maternity, Paternity, Adoption 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.

Working Conditions:

This position operates in an 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.