Reporting Relationship: Supervisor, Technical Support
Shift: Sunday through Wednesday 8:00pm - 6:30 am CST. This role is primarily performed remotely, though Kansas City Metro employees may be required to work on-campus periodically according to business need. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro.
Scope of the Role
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
Required Qualifications
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
Preferred 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
Remote Work Requirements
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)
Compensation and Benefits
The compensation range for this role has been established at $24.00 - $27.00 hourly. The final agreed-upon compensation is based on a number of factors, including but not limited to: individual education, qualifications, skills, prior work experience, competencies, and geographic work location. The above compensation range represents the Company’s good faith and reasonable estimate of the range of possible compensation at the time of posting.
At ScriptPro, we believe that our employees are our greatest asset. That’s why we are committed to fostering a workplace that prioritizes and enhances your personal health and well-being.
Health: 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
Well-being: 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.
Employment Conditions
It is ScriptPro's policy to run a comprehensive background check post job offer and you must be able to obtain Department of Defense security clearance after date of hire. See Standard Form 85 to preview requirements.
This position includes responsibilities for ensuring compliance with cybersecurity and privacy policies to support the safeguarding sensitive data, including personally identifiable information (PII) and Protected Health Information (PHI). Completion of annual cybersecurity and privacy awareness training is required, as the role aligns with the organization’s security posture and risk management practices. All duties are defined in accordance with standardizations to ensure consistency and accountability of the policies.
Working Conditions
Requires routine use of standard equipment and extended computer use. Candidates must be able to sit, use hands and fingers, and occasionally lift, stoop, bend, and reach. Problem-solving, practical learning, and instruction interpretation skills are essential.
ScriptPro appreciates the unique qualities of each team member, and as an Equal Opportunity employer does not discriminate on the basis of race, color, religion, national origin, sex, pregnancy, age, disability, genetic information, veteran status, or any other legally protected status.
The company utilizes internal resources for sourcing and filling positions and, when external assistance is needed, will engage only with pre-approved, contracted agency partners. The company does not offer visa sponsorships. All applicants must have legal authorization to work in the United States.
Please visit www.scriptpro.com to learn more about ScriptPro.
