Technical Support Analyst - Bilingual/French (We-Su 11:30a-8p)
About The Position
The bilingual Technical Support Analyst responds to inbound customer service calls and provides remote support and problem resolution professionally and courteously. The role involves 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 analyst may also assist with customer support or research projects as needed. This is a remote work-from-home position regardless of location, with required three-week onsite training at ScriptPro’s headquarters in Mission, Kansas. The role is primarily remote; Kansas City Metro employees may periodically be required to work on campus based on business needs. The schedule is Wednesday through Sunday, 11:30 a.m. to 8:00 p.m. CST. Regular, punctual, and predictable attendance is an essential function. The position supports ScriptPro systems, hardware, software, and computer peripherals, as well as user account information. The role includes cybersecurity and privacy compliance responsibilities, including safeguarding personally identifiable information and protected health information and completing annual cybersecurity and privacy awareness training. A comprehensive post-offer background check is conducted, and the successful candidate must be able to obtain Department of Defense security clearance after hire. Applicants must be legally authorized to work in the United States; visa sponsorship is not offered.
Requirements
- At least an associate degree in an engineering- or technology-related field, a bachelor’s degree or equivalent, or two years of related experience.
- Proficient written and verbal French communication.
- Basic knowledge of Windows operating systems (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 across varying priorities with attention to detail.
- Valid driver’s license.
- Willingness to travel by air for work-related duties if located outside the area.
- Reliable high-speed internet access with a hard-wired connection for remote work.
- A distraction-free home office workspace.
- Willingness to participate in video virtual meetings with the camera on.
- Ability to obtain Department of Defense security clearance after hire.
- Legal authorization to work in the United States; the company does not offer visa sponsorship.
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
- Respond to inbound customer service calls and provide remote support and problem resolution with professionalism and courtesy.
- Open and manage service requests in a ticketing system to organize, track, and escalate customer inquiries.
- 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.
- Assist with customer support projects and/or research projects as needed.
- Perform other duties as assigned.
- Ensure compliance with cybersecurity and privacy policies to safeguard sensitive data, including PII and PHI.
- Complete annual cybersecurity and privacy awareness training.
Benefits
- Paid time off (PTO).
- Parental leave.
- Nine paid holidays.
- Paid volunteer hours.
- Employee Assistance Program.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
Associate degree
