Pharmacy Support Analyst III [M-F 7:30a-4:00p]

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. 

ScriptPro’s 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.

Job Summary: The Pharmacy Support Analyst III 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 by air or auto may be required.

Reporting Relationship: Manager, Pharmacy Support Operations 

Shift: Monday through Friday 7:30 am - 4:00 pm CST. This role is primarily performed remotely, though Kansas City Metro employees may have on-campus requirements according to business need. Generally, all positions may be performed on-campus. 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
• Research required information using available resources including Internal Knowledge Base articles, technical procedures, SharePoint, mentors, and previously documented Service Requests
• 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
• 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
• Respond to customer calls from a general issue queue or a subject matter expert specific queue as assigned 
• 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
• 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
• Effective queue management
• Act as a subject matter expert in most ScriptPro products and components
• Act as the primary escalation point for team issues and facilitate resolution through coordination with other ScriptPro teams.
• Mentor analysts by providing feedback and guidance based on escalated cases.
• Address patient safety or regulatory issues as they arise
• Ability to effectively work on higher priority projects
• Participate in afterhours on call rotation
• 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

Required Qualifications:

• Associate’s degree in a computer or computer science related field or preferred 4+ years related experience 
• 2+ years ScriptPro Customer Service experience 
• Preferred 4+ years experience with Windows OS (Windows 7/10 Server 2012/2016), networking, software, and hardware troubleshooting
• Expert knowledge of desktop and peripheral hardware troubleshooting
• Expert experience supporting proprietary software applications
• Expert knowledge of connectivity and networking concepts
• Advanced knowledge of SQL databases and query syntax 
• Experience with a remote support tool (BOMGAR, PCAnywhere, SecureLink, or Windows Remote Desktop, etc.)
• 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
• Excellent written and verbal communication skills
• Exemplary attendance and punctuality 
• Outstanding customer service skills
• Positive attitude, drive, and tenacity
• Ability to thrive in a position supporting a constantly evolving and growing industry 
• Ability to multitask with varying priorities, while still maintaining a high attention to detail
• Problem solving and analytical skills 

Preferred Qualifications: 

• 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) 

Benefits: 

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), Parental 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.

Employment Conditions: 

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 85 to preview requirements.

This position includes responsibilities for ensuring compliance with cybersecurity and privacy policies to support the safeguarding sensitive data, including personally identifiable information (PII) and Protected Health Information (PHI). Completion of annual cybersecurity and privacy awareness training is required, as the role aligns with the organization’s security posture and risk management practices. All duties are defined in accordance with standardizations to ensure consistency and accountability of the policies.

Working Conditions: 

Requires routine use of standard equipment and extended computer use. Employee must be able to sit, use hands and fingers, and occasionally lift, squat, stoop, bend, and reach. Problem-solving, practical learning, and instruction interpretation skills are essential. 

ScriptPro appreciates the unique qualities of each team member, and as an Equal Opportunity employer, does not discriminate on the basis of race, color, religion, national origin, sex, pregnancy, age, disability, genetic information, veteran status, or any other legally protected status.

The company utilizes internal resources for sourcing and filling positions, but when external assistance is needed, we will engage only with pre-approved, contracted agency partners.

The company does not offer visa sponsorships, and all applicants must have legal authorization to work in the United States.

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