Note: The job is a remote job and is open to candidates in USA. ScriptPro is a company focused on revolutionizing the pharmacy industry through innovative technology solutions. The Pharmacy Support Analyst role involves troubleshooting and maintaining ScriptPro systems while providing customer support in a fast-paced environment.
Responsibilities
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Conduct technical analysis and review of system performance
- Troubleshoot issues with proprietary software, third party insurance and credit card processing, Crystal and RDLC reports, mobile and web applications, Windows O/S, SQL database, and pharmacy operations workflow
- Research required information using available resources including internal knowledge base articles, technical procedures, SharePoint, mentors, and previously documented Service Requests
- Respond to customer inquiries from a general queue or a subject matter expert specific queue as assigned
- Deliver service and support to end-users through automated call distribution phone software and Oracle Service Cloud chat and email support simultaneously
- Work a queue of tickets based on priority and impact to the customer
- Recommend workflow changes based on pharmacy needs and recommended best practices
- Organize ideas, updates, and resolutions in a manner appropriate to the intended audience and situation via oral and written communications with a high level of data quality
- Clearly communicate troubleshooting steps, ideas, workflow steps, and processes to end users
- Build customer relationships through providing superior customer service
- Document all job functions using Siebel with a high level of data quality
- Proactively monitor systems for performance and connectivity to minimize or eliminate downtime
- Coordinate support for onsite field technicians and shipment of parts to sites
- All candidates must possess a valid driver’s license and be willing to travel by air for work-related duties if located outside the area
- Perform other duties as assigned by a supervisor or manager
Skills
- An associate degree in computer science or a related field is preferred
- 3+ years experience with Windows OS (Windows7/10 Server 2012/2016), networking, software, and hardware troubleshooting
- Advanced knowledge of desktop and peripheral hardware troubleshooting
- Experience supporting proprietary software applications
- Proficiency with remote support tools such as BOMGAR, PCAnywhere, SecureLink, or Windows Remote Desktop, etc
- Working knowledge of connectivity and networking concepts
- Intermediate knowledge of SQL databases and query syntax
- Experience using help desk ticketing systems (Oracle, Siebel, or other CRM systems)
- Experience with SLA-driven resolution environments
- Efficient typing skills are a must; candidate must be able to type 50 WPM
- Positive attitude, drive, and tenacity
- Ability to thrive in a position supporting a constantly evolving and growing industry
- Excellent written and verbal communication skills
- Ability to multitask with varying priorities, while still maintaining a high attention to detail
- Exemplary attendance, reliability and punctuality
- Outstanding customer service skills
- Strong problem-solving and analytical skills
- Knowledge of healthcare or pharmaceutical industry emphasis in outpatient pharmacy practice
- Experience working with inventory suppliers to place orders
- IT Certification (A+, MCITP Windows OS, Network +, etc.)
- Pharmacy operations knowledge
Benefits
- Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on campus Gym, and Vitality Wellness Program that helps lower your premium costs
- Paid Time Off (PTO), Parental Leave, nine (9) paid holidays, paid volunteer hours, Employee Assistance Program, company-sponsored events and team-building activities, 401(k) Retirement Plan with company match, financial investment services, employee discounts on products and services.
Company Overview