Technical Support Analyst - Bilingual/French (Tu-Sa 5:00a-1:30p)
About The Position
ScriptPro is seeking a Technical Support Analyst to join their Customer Service department. In this role, you will learn about new products and systems daily, facing new challenges and opportunities to solve problems in a fast-paced environment. You will troubleshoot and resolve technical issues related to software and hardware systems. This team is equipped with the tools and knowledge to make decisions and resolve issues on the first call. 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. They will open 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 role may also involve assisting with customer support projects and/or research projects as needed. This is a remote work-from-home position, but there will be a required 3-week onsite training at their headquarters in Mission, KS.
Requirements
- 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 possess a valid driver’s license and be willing to travel by air for work-related duties if located outside the area
- 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
- Familiarity with a ticketing or service desk software application and SLA driven resolution times
- Knowledge of ScriptPro systems
- Experience in pharmacy
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
- Respond to inbound customer service calls to provide remote support problem resolution
- 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
Benefits
- Paid Time Off (PTO)
- Parental Leave
- nine (9) paid holidays
- paid volunteer hours
- Employee Assistance Program
- $2.50/hour in lieu of benefits for Canadian employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
