Technical Support Analyst

Provide remote technical support to ScriptPro customers by resolving issues over calls and managing customer inquiries in a ticketing system.

Responsibilities

• Answer inbound customer service calls and deliver remote support problem resolution with professionalism and courtesy
• Open and manage service requests in a ticketing system for organizing, tracking, and escalating customer inquiries
• Handle support needs spanning general “how to” questions through more advanced technical issues
• Troubleshoot, analyze, maintain, and repair ScriptPro systems, hardware, and computer peripherals
• Maintain, upgrade, or replace software systems; 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

Requirements

• Minimum education: Associate’s degree in an engineering or technology related field, or Bachelor’s degree/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 across varying priorities with close attention to detail
• Valid driver’s license; willing to travel by air for work-related duties if located outside the area
• High-speed reliable internet with a hard-wired connection
• Distraction-free home office workspace
• Willing to participate in video virtual meetings with camera on

Preferred Skills

• Knowledge of ScriptPro systems
• Experience in pharmacy

Shift & Schedule

• Sunday through Thursday, 9:00 am - 5:30 pm CST
• Role is primarily remote; Kansas City Metro employees may be required to work on-campus periodically based on business need
• Regular, punctual, and predictable attendance is essential

Remote Work Requirements

• High-speed reliable internet access with a hard-wired connection
• Distraction-free home office workspace
• Willingness to participate in video virtual meetings (camera on)

Training

• Required 3 week onsite training at headquarters in Mission, KS

Reporting Relationship

• Supervisor, Technical Support

Compensation

• $24.00 hourly or $50K annually (compensation range established)
• Final compensation based on education, qualifications, skills, prior experience, competencies, and geographic work location

Benefits

• Medical, Dental, Vision
• Short-Term Disability
• Company Paid Life Insurance & Long-Term Disability
• 24/7 on campus Gym
• Vitality Wellness Program to help lower premium costs
• Paid Time Off (PTO, Maternity, Paternity, Adoption 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

• Background check required post job offer; ability to obtain Department of Defense security clearance after date of hire (see Standard Form 85)
• Role requires compliance with cybersecurity and privacy policies to safeguard sensitive data, including PII and PHI
• Completion of annual cybersecurity and privacy awareness training
• Duties align with standardizations for consistency and accountability
• Equal Opportunity employer
• No visa sponsorship; applicants must have legal authorization to work in the United States

Working Conditions

• Routine use of standard equipment and extended computer use
• Ability to sit, use hands and fingers, and occasionally lift, squat, stoop, bend, and reach
• Problem-solving, practical learning, and instruction interpretation skills are essential

Location

• Mission, KS (remote)

Technology

• Windows OS (XP/7/10/11)