Technical Support Analyst (Wed-Sat 2pm-12:30am CST)

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 and hardware systems. This team equips our analysts with the tools and knowledge to make decisions and resolve issues on the first call.

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 6 week training at our headquarters in Mission, KS.

Reporting Relationship: Supervisor, Technical Support

Shift: Wednesday through Saturday 2:00pm - 12:30am CST. This is a remote position. 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:

• 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 (NT/XP/7/8)
• 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

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 may be higher or lower and 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.

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.