Technical Analyst, Pharmacy Support-Remote [Tu-Fr 8p-6:30a CST]

About the role

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 across the United States and Canada. The Pharmacy Support Analyst role is responsible for troubleshooting, analyzing, and maintaining ScriptPro systems, applications, hardware, and computer peripherals, using remote support software to assist customers with reported issues.

Responsibilities

• 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 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