Technical Support Analyst - Bilingual/French (We-Su 11:30a-8p)
About The Position
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. 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. The bilingual 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. This role involves opening service requests in a ticketing system for organizing, tracking, and escalating customer inquiries, ranging from general "how-to" questions to more advanced technical issues. The Technical Support Analyst may also assist with customer support projects and/or research projects as needed. This is a remote work-from-home position. There will be required 3-week onsite training at their headquarters in Mission, KS.
Requirements
- Requires a 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.
- Proficient in written and verbal French communication.
- Basic Windows OS Knowledge (XP/7/10/11).
- 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.
- 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).
Nice To Haves
- Preferred familiarity with a ticketing or service desk software application and SLA driven resolution times.
- Knowledge of ScriptPro systems.
- Experience in pharmacy.
Responsibilities
- Respond 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.
Benefits
- Paid Time Off (PTO)
- Parental Leave
- Nine (9) paid holidays
- Paid volunteer hours
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
