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Job Summary: ScriptPro is looking for a Pharmacy Systems Support Analyst to work Monday through Friday, 1 pm - 9:30pm. Responsibilities include troubleshooting, analyzing, and maintaining ScriptPro systems, applications, hardware, and computer peripherals, as well as using remote support software (i.e. BOMGAR, 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.
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
Reporting Relationship: Supervisor, Technical Support
Shift: Monday through Friday, 1 pm - 9:30pm. Regular and punctual 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
- Research required information using available resources including internal knowledge base articles, technical procedures, Sharepoint, mentors, and previously documented Service Requests
- 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
- Deliver service and support to end-users through automated call distribution phone software and Oracle Service Cloud chat and email support simultaneously
- Respond to customer calls from a general issue queue or a subject matter expert specific queue as assigned
- 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
- 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
- Perform other duties as assigned by a supervisor or manager
Education and Experience Requirements:
- Associates degree in a technology related field, or two years of equivalent related experience preferred
- Minimum of one year related Customer Service experience preferred
- Basic Windows OS knowledge (Windows7/10 Server 2012/2016)
- Working knowledge of desktop and peripheral hardware troubleshooting
- Basic understanding of connectivity and networking concepts
- Basic knowledge of SQL databases and query syntax required, intermediate knowledge preferred
- Experience with a remote support tool (BOMGAR, SecureLink, or Windows Remote Desktop, etc.)
- Experience with SLA driven resolution times
- Experience with a help desk ticketing system
- Demonstrate proficiency supporting proprietary software applications
- Pharmacy operations knowledge preferred
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 86 to preview requirements.
Attributes Desired:
- 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
- Outstanding customer service skills
- Problem solving and analytical skills
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 is not sponsoring any type of visa for this position.
ScriptPro is an Equal Opportunity Employer Committed to a Diverse and Inclusive Workforce.
Please visit www.scriptpro.com to learn more about the mission of our company.
