Technical Support Analyst (Fr-Tu 6a-2:30p)

Socket.dev; Mission (TX); Hybrid; USD 48,000 - 55,000; Full time

Benefits offered by this job

Health insurance (medical, dental, and

Short-Term Disability

Company Paid Life Insurance

Long-Term Disability

1 gym on campus (Kansas)

Job summary

ScriptPro is seeking a Technical Support Analyst to handle inbound customer service calls and provide remote issue resolution with top professionalism. The role requires opening service requests, tracking inquiries, and escalating complex problems in a ticketing system.

Training will be three weeks onsite at the Mission headquarters, KS, with ongoing remote work from home. The position emphasizes analytical problem solving, excellent written and verbal communication, and the ability to multitask

Qualifications

• Associate’s degree in engineering or technology related field or Bachelor’s degree or equivalent, or 2 years of related experience.
• Basic Windows OS Knowledge (XP/7/10/11).
• Experience with desktop and peripheral troubleshooting; familiarity with ticketing or service desk software is a plus.
• Excellent customer service and communication skills; ability to multitask with varying priorities.

Responsibilities

• Analyze, troubleshoot, maintain, and repair ScriptPro systems, hardware, and peripherals.
• Maintain, upgrade, or replace software systems and provide hardware support.
• Support and maintain user account information including rights, security, and systems groups.
• Maintain progressive knowledge of ScriptPro systems.
• Perform other duties as assigned.

Skills

Customer service

Communication

Problem solving

Written communication

multitask

Education

Relevant degree or 2 years experience

Tools

Ticketing software

Job description

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 Technical Support Analyst is responsible for responding to inbound customer service calls to provide remote support problem resolution with the highest level of professionalism and courtesy. Responsible for opening service requests in a ticketing system that allows for organizing, tracking, and escalating of customer inquiries that range from general “how to” questions to more advanced technical issues. The Technical Support Analyst may also assist with customer support projects and/or research projects, as needed. This is a remote work from home position regardless of location. There will be required 3 week onsite training at our headquarters in Mission, KS.

Reporting Relationship:

Supervisor, Technical Support

Shift:

Friday through Tuesday 6:00 am - 2:30 pm CST. This role is primarily performed remotely, though Kansas City Metro employees may be required to work on-campus periodically according to business need. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro.

Scope of the Role:

• Analyze, troubleshoot, maintain, and repair ScriptPro systems, hardware, and computer peripherals
• Maintain, upgrade, or replace software systems and provide hardware support
• Support and maintain user account information including rights, security, and systems groups
• Maintain progressive knowledge of ScriptPro systems
• Perform other duties as assigned

Required Qualifications:

• Requires a minimum of an Associate’s degree in an engineering or technology related field or a Bachelor’s degree or equivalent, or 2 years of related experience
• Basic Windows OS Knowledge (XP/7/10/11)
• Requires working knowledge of desktop and peripheral troubleshooting
• Preferred familiarity with a ticketing or service desk software application and SLA driven resolution times
• Problem solving and analytical skills
• Positive attitude, drive and tenacity
• Excellent customer service skills
• Excellent written and verbal communication skills
• Ability to multitask with varying priorities and attention to detail
• 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

Preferred Skills:

• Knowledge of ScriptPro systems
• Experience in pharmacy

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)

Compensation and Benefits:

The compensation range for this role has been established at $24.00 hourly or $50K annually.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.

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. Candidates 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, 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.