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Role Description

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 customers 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 by air or auto may be required.

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.
• 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.
• Perform other duties as assigned by a supervisor or manager.

Qualifications

• An associate degree in computer science or a related field is 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, etc.
• 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.
• 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, reliability and punctuality.
• Outstanding customer service skills.
• Strong problem-solving and analytical skills.

Preferred Skills

• Knowledge of healthcare or pharmaceutical industry emphasis in outpatient pharmacy practice.
• Experience working with inventory suppliers to place orders.
• IT Certification (A+, MCITP Windows OS, Network +, etc.).
• 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).

Compensation and Benefits

• The compensation range for this role has been established at $24.00 - $27.00 hourly.
• 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.

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.
• 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.

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, stoop, bend, and reach.
• Problem-solving, practical learning, and instruction interpretation skills are essential.