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Role Description

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.

• Open service requests in a ticketing system for organizing, tracking, and escalating customer inquiries.
• Assist with customer support projects and/or research projects, as needed.
• 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.

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 (XP/7/10/11).
• Requires working knowledge of desktop and peripheral troubleshooting.
• 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.

Requirements

• Preferred familiarity with a ticketing or service desk software application and SLA driven resolution times.
• 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.
• Health: Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on campus Gym, and Vitality Wellness Program.
• 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

• Comprehensive background check post job offer.
• Must be able to obtain Department of Defense security clearance after date of hire.
• Completion of annual cybersecurity and privacy awareness training is required.

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.