Technical Support Analyst (W-Sat 8pm-6am CST)

Job Description

Job Title: Technical Support Analyst

Job Summary: The 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. Responsible for opening service requests in a ticketing system that allows for organizing, tracking, and escalating of customer inquiries that range from general “how to” questions to more advanced technical issues. The Technical Support Analyst may also assist with customer support projects and/or research projects, as needed. This is a remote work from home position regardless of location.

Up to 6 weeks of hands-on training will be required at our headquarters in Mission, KS. Must have a valid driver’s license for car rental and travel in the United States.

Remote Work Requirements:

Must have high-speed reliable internet access

Must have a distraction free home office workspace

Must be willing to participate in video virtual meetings (camera on)

Reporting Relationship: Service Manager, Robotics Support

Shift: Wednesday to Sunday 8:00 pm - 6:00 am CST. Regular and punctual attendance is an essential function of every job at ScriptPro.

Scope of the Role:

Analyze, troubleshoot, maintain, and repair ScriptPro systems, hardware, software, and computer peripherals

Support and maintain user account information including rights, security, and systems groups

Maintain progressive knowledge of ScriptPro systems

Perform other duties as assigned

Education and Experience Requirements:

Requires a minimum of an Associates’ 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 (7/8/10/11)

Requires working knowledge of desktop and peripheral troubleshooting

Preferred familiarity with a ticketing or service desk software application and SLA driven resolution times

Attributes Desired:

Problem solving and analytical skills

Positive approach, drive and tenacity

Excellent customer service skills

Excellent written and verbal communication skills

Ability to multitask with varying priorities and attention to detail

Preferred Skills:

Knowledge of ScriptPro systems

Experience in pharmacy / healthcare

Working Conditions: This position operates in an office or home office environment. Routine use of standard office equipment is required. Must be able to use a computer for extended periods of time. Regularly required to sit, use hands and fingers, and expected to occasionally lift, stoop, bend and reach during hands-on hardware training. Ability to learn and solve practical problems and interpret a variety of instructions is required.

ScriptPro is not sponsoring any type of visa for this position.

ScriptPro is an Equal Opportunity Employer Committed to a Diverse and Inclusive Workforce.

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