Technical Support Analyst (Su-W 10:00a - 8:30p CST)

ScriptPro LLC• Remote, Remote, US, Remote

1d•$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.

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.
All candidates must possess a valid driver’s license.
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).
Must be able to obtain Department of Defense security clearance after date of hire.
Requires routine use of standard equipment and extended computer use.
Candidates must be able to sit, use hands and fingers, and occasionally lift, squat, stoop, bend, and reach.
Problem-solving, practical learning, and instruction interpretation skills are essential.
All applicants must have legal authorization to work in the United States.

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.
Willing to travel by air for work-related duties if located outside the area.

Responsibilities

Respond to inbound customer service calls to provide remote support and problem resolution with professionalism and courtesy.
Open service requests in a ticketing system for organizing, tracking, and escalating customer inquiries, ranging from 'how-to' questions to advanced technical issues.
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.
Ensure compliance with cybersecurity and privacy policies to support the safeguarding of sensitive data, including personally identifiable information (PII) and Protected Health Information (PHI).
Complete annual cybersecurity and privacy awareness training.