Technical Support Analyst (Su-Th 9:00a - 5:30p CST)

ScriptPro•Mission, KS

2d•Remote

About The Position

The Technical Support Analyst responds to inbound customer service calls and provides remote support and problem resolution with professionalism and courtesy. The role opens and manages service requests in a ticketing system to organize, track, and escalate inquiries ranging from general how-to questions to advanced technical issues. The analyst may also assist with customer support and research projects as needed. The position is remote from home regardless of location, with three weeks of required onsite training at ScriptPro headquarters in Mission, Kansas. Kansas City Metro employees may be required to work on campus periodically according to business needs. The shift is Sunday through Thursday, 9:00 a.m. to 5:30 p.m. CST. Regular, punctual, and predictable attendance is an essential job function. The analyst analyzes, troubleshoots, maintains, and repairs ScriptPro systems, hardware, and computer peripherals; maintains, upgrades, or replaces software systems; provides hardware support; supports user account information, including rights, security, and system groups; and develops ongoing knowledge of ScriptPro systems. The role includes routine use of standard equipment and extended computer use. Candidates must be able to obtain Department of Defense security clearance after hire and complete annual cybersecurity and privacy awareness training.

Requirements

An associate degree in an engineering- or technology-related field, a bachelor's degree or equivalent, or two years of related experience.
Basic knowledge of Windows operating systems, including XP, 7, 10, and 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 and maintain attention to detail.
Valid driver's license and willingness to travel by air for work-related duties if located outside the area.
Reliable high-speed internet 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.
Ability to sit, use hands and fingers, and occasionally lift, squat, stoop, bend, and reach.

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 professionally and courteously.
Open service requests in a ticketing system and 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 system groups.
Maintain progressive knowledge of ScriptPro systems.
Assist with customer support projects and/or research projects as needed.
Comply with cybersecurity and privacy policies for safeguarding sensitive data, including PII and PHI, and complete annual awareness training.
Perform other duties as assigned.