Technical Analyst, Pharmacy Support-Remote [Tu-Fr 8p-6:30a CST]
ScriptPro LLC
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 position, with preference given to candidates located in the Kansas City Metro area. Some travel by air or auto may be required.
Job description
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, PCAnywhere, SecureLink, 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 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)
Requirements
- 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, PCAnywhere, SecureLink, 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
- An associate degree in computer science or a related field is preferred
- 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
- 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
- Medical, Dental & Vision
- Short-Term Disability
- Company Paid Life Insurance
- Long-Term Disability
- 24/7 on campus Gym
- Vitality Wellness Program
- Paid Time Off (PTO)
- Parental Leave
- Nine paid holidays
- Paid volunteer hours
- Employee Assistance Program
- Company-sponsored events
- 401(k) Retirement Plan with company match
- Financial investment services
- Employee discounts
Company overview
ScriptPro LLC is a leading pharmacy automation company founded in 1994 and headquartered in Mission, Kansas. As a pioneer in robotic prescription dispensing systems, ScriptPro revolutionized pharmacy operations with its initial SP 200 Robotic Prescription Dispensing System. The company specializes in developing and providing comprehensive robotics-based pharmacy management, workflow, and telepharmacy systems that optimize retail, ambulatory, and long-term care pharmacy services. ScriptPro offers over 200 pharmacy automation and management system products, including robotic dispensing systems, pharmacy management software, and workflow solutions that enhance medication safety, accuracy, and operational efficiency. With a strong focus on innovation, ScriptPro's solutions help pharmacies streamline operations, reduce staffing costs, and improve patient care through advanced automation technology. The company serves a diverse client base across the United States, Canada, and other international markets, with particular strength in serving VA pharmacies and healthcare systems.