Technical Support Analyst (Fr-Tu 6a-2:30p)

ScriptPro LLC• Remote, Remote, US, Remote

6d•$0 - $24•Remote

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 for a range of products and systems, assisting customers with technical challenges. This team operates in a fast-paced environment requiring problem-solving, adaptability, and continuous learning. Every interaction is an opportunity to make a direct impact by resolving issues, building customer trust, and enhancing the overall customer experience. The Technical Support Analyst is responsible for responding to inbound customer service calls to provide remote support and problem resolution with 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 advanced technical issues. The Technical Support Analyst may also contribute to customer support projects and/or research projects as needed. This is a remote position, but requires a mandatory 3-week onsite training at the company's headquarters in Mission, KS.

Requirements

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.
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.
Must 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

Respond to inbound customer service calls to provide remote support and problem resolution.
Open service requests in a ticketing system for organizing, tracking, and escalating 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.