Pharmacy Support Analyst III [M-F 7:30a-4:00p]

ScriptPro LLC• Remote, Remote, US, Remote

5d•Remote

About The Position

ScriptPro is seeking a Pharmacy Support Analyst III to join their Customer Service department. This role is responsible for troubleshooting, analyzing, and maintaining ScriptPro systems, applications, hardware, and computer peripherals. The analyst will use remote support software to assist customers with reported issues and consult with them on best practices for system configuration, pharmacy workflow, and potential enhancements. This is a remote position, though some travel may be required. The Customer Service department operates in a fast-paced environment where problem-solving, adaptability, and continuous learning are key. Every interaction is an opportunity to make a direct impact by resolving issues, building customer trust, and playing a critical role in the overall customer experience.

Requirements

Associate’s degree in a computer or computer science related field or preferred 4+ years related experience
2+ years ScriptPro Customer Service experience
Preferred 4+ years experience with Windows OS (Windows 7/10 Server 2012/2016), networking, software, and hardware troubleshooting
Expert knowledge of desktop and peripheral hardware troubleshooting
Expert experience supporting proprietary software applications
Expert knowledge of connectivity and networking concepts
Advanced knowledge of SQL databases and query syntax
Experience with a remote support tool (BOMGAR, PCAnywhere, SecureLink, or Windows Remote Desktop, etc.)
Experience with a help desk ticketing system (Oracle, Siebel, or other CRM systems)
Experience with SLA driven resolution times
Efficient typing skills are a must; candidate must be able to type 50 WPM
Excellent written and verbal communication skills
Exemplary attendance and punctuality
Outstanding customer service skills
Positive attitude, drive, and tenacity
Ability to thrive in a position supporting a constantly evolving and growing industry
Ability to multitask with varying priorities, while still maintaining a high attention to detail
Problem solving and analytical skills
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)
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

Nice To Haves

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

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
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
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
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
Effective queue management
Act as a subject matter expert in most ScriptPro products and components
Act as the primary escalation point for team issues and facilitate resolution through coordination with other ScriptPro teams
Mentor analysts by providing feedback and guidance based on escalated cases
Address patient safety or regulatory issues as they arise
Ability to effectively work on higher priority projects
Participate in afterhours on call rotation
Perform other duties as assigned