Technical Analyst, Pharmacy Support

ScriptPro; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

Join a forward-thinking company where you'll be at the forefront of pharmacy technology as a Technical Analyst. This role offers the chance to troubleshoot and resolve issues while providing exceptional customer support. With a focus on innovation, you will help shape the future of pharmacy operations through your expertise in software and hardware solutions. Enjoy the flexibility of remote work while being part of a dynamic team that values your contributions and fosters a culture of continuous learning and improvement. If you're ready to make a real impact in the healthcare industry, this opportunity is perfect for you.

Benefits

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Paid Time Off (PTO)

Paid parental leave

Employee Assistance Program

Company-sponsored events

Short-Term Disability

Long-Term Disability

Qualifications

• Experience with Windows OS, networking, and hardware troubleshooting.
• Ability to support proprietary software applications.

Responsibilities

• Troubleshoot technical issues related to software and hardware.
• Interact with customers to provide support and resolve inquiries.

Skills

Windows OS troubleshooting

SQL database knowledge

Customer service skills

Remote support tools

Problem-solving skills

Technical analysis

Education

Associate's degree in Computer Science

3+ years of related experience

Tools

BOMGAR

PCAnywhere

Oracle Service Cloud

Siebel

Job description

Join to apply for the Technical Analyst, Pharmacy Support role at ScriptPro.

This range is provided by ScriptPro. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$24.00/hr - $27.00/hr

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 12pm-8:30pm 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
• 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 85 to preview requirements

Preferred Skills:

• Knowledge of healthcare or pharmaceutical industry emphasis in outpatient pharmacy practice
• Experience working with inventory suppliers to place orders
• 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), 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.

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.

ScriptPro celebrates the unique qualities of each team member and is dedicated to fostering a diverse workplace that offers equal opportunities for all. As an Equal Opportunity employer, the company 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 prioritizes utilizing internal resources for sourcing and filling all positions. When external assistance is needed, the company will engage only with pre-approved, contracted agency partners.

The company is not offering visa sponsorship for this role. All applicants must have legal authorization to work in the United States without requiring employer-sponsored visa support.

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Customer Service

• Industries

  Technology, Information and Media and Hospitals and Health Care

Referrals increase your chances of interviewing at ScriptPro by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Disability insurance

Paid paternity leave

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