Technical Support Analyst (Su-W 10:00a - 8:30p CST)

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 across the United States and Canada. The Customer Service department delivers high-quality support across a range of products and systems, helping customers navigate technical challenges with confidence. This team operates in a fast-paced environment where problem-solving, adaptability, and continuous learning are key.

About the role

The Technical Support Analyst is responsible for responding to inbound customer service calls to provide remote support and problem resolution with the highest level of professionalism and courtesy. Responsibilities include opening service requests in a ticketing system to organize, track, and escalate customer inquiries—ranging from general “how to” questions to advanced technical issues. The role may also assist with customer support projects and/or research projects as needed. This is a remote work-from-home position regardless of location, with required 3-week onsite training at our headquarters in Mission, KS.

Reporting to the Supervisor of Technical Support, this role operates on a Sunday through Wednesday schedule from 10:00 am - 8:30 pm CST. While primarily remote, Kansas City Metro employees may be required to work on-campus periodically based on business needs. Regular, punctual, and predictable attendance is essential.

Responsibilities

• 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

Requirements

• Minimum of an 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)
• Working knowledge of desktop and peripheral troubleshooting
• Preferred familiarity with ticketing or service desk software and SLA-driven resolution times
• Strong problem-solving and analytical skills
• Positive attitude, drive, and tenacity
• Excellent customer service, written, and verbal communication skills
• Ability to multitask with varying priorities and attention to detail
• Valid driver’s license; willingness to travel by air for work-related duties if located outside the area

Preferred Skills

• Knowledge of ScriptPro systems
• Experience in pharmacy

Remote Work Requirements

• High-speed reliable internet access with a hard-wired connection
• Distraction-free home office workspace
• Willingness to participate in video virtual meetings (camera on)

Pay

The compensation range for this role is $24.00 hourly or $50,000 annually. Final compensation is based on factors including individual education, qualifications, skills, prior work experience, competencies, and geographic work location.

Benefits

Health

• Medical, dental, and vision coverage
• Short-term disability, company-paid life insurance, and long-term disability
• 24/7 on-campus gym
• Vitality Wellness Program (helps lower premium costs)

Well-being

• Paid Time Off (PTO), maternity, paternity, and 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

Employment Conditions

• Comprehensive background check post-job offer
• Must be able to obtain Department of Defense security clearance after date of hire (see Standard Form 85 for requirements)
• Annual cybersecurity and privacy awareness training required (role involves safeguarding sensitive data, including PII and PHI)

Working Conditions

• Routine use of standard office equipment and extended computer use
• Must be able to sit, use hands and fingers, and occasionally lift, squat, stoop, bend, and reach
• Essential skills: problem-solving, practical learning, and instruction interpretation