Pharmacy IT Support Analyst — Remote

ScriptPro; Mission (KS); Remote; USD 33,000 - 37,000; Full time

Benefits offered by this job

Health insurance

Paid Time Off (PTO)

Parental Leave

nine paid holidays

401(k) with company match

Employee discounts

Job summary

ScriptPro is seeking a Pharmacy Support Analyst to troubleshoot, analyze, and maintain ScriptPro systems, hardware, and software. The role uses remote support tools to assist customers and optimize pharmacy workflows.

Remote work is available with preference for candidates in the Kansas City Metro area, and some travel may be required. Reporting to the Supervisor, Technical Support, you will handle a queue, communicate clearly, and document activities in Siebel.

Qualifications

• Associate degree in computer science or related field 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.
• 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.
• Typing speed 50 WPM.
• Excellent written and verbal communication skills.

Responsibilities

• 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 audience via oral and written communications with high data quality.
• Clearly communicate troubleshooting steps to end users.
• Build customer relationships through superior customer service.
• Document all job functions using Siebel with high data quality.
• Proactively monitor systems for performance and connectivity to minimize downtime.
• Coordinate support for onsite field technicians and shipment of parts to sites.
• Must possess valid driver’s license and be willing to travel by air if located outside area.

Skills

Windows OS

Networking

Hardware troubleshooting

Remote support tools

SQL databases

Help desk software

Customer service

Typing speed 50 WPM

Communication skills

Multitasking

Education

Associate degree in computer science or related field

Tools

BOMGAR

PCAnywhere

SecureLink

Windows Remote Desktop

Oracle Service Cloud

Siebel

Job description

ScriptPro is seeking a Pharmacy Support Analyst to troubleshoot, analyze, and maintain ScriptPro systems, hardware, and software. The role uses remote support tools to assist customers and optimize pharmacy workflows.

Remote work is available with preference for candidates in the Kansas City Metro area, and some travel may be required. Reporting to the Supervisor, Technical Support, you will handle a queue, communicate clearly, and document activities in Siebel.