Who is ScriptPro?
Imagine working at a place where innovation meets impact, and every day brings new opportunities to revolutionize the pharmacy industry! At ScriptPro, you’ll be part of a dynamic team that’s at the cutting edge of technology, creating solutions that make a real difference in people’s lives. ScriptPro develops, sells, and supports state of the art robotics and services in thousands of pharmacy settings around the United States and Canada.
As a technical support professional in ScriptPro’s Customer Service department you’ll constantly learn about new products and systems. No two days are the same, every day brings new challenges and opportunities to solve problems in a fast-paced environment. You’ll troubleshoot and resolve technical issues related to software, hardware, and POS systems. This team equips our analysts with the tools and knowledge to make decisions and resolve issues on the first call.
Job Summary: The Technical Support Supervisor in Customer Service will be responsible for leading Pharmacy Support Analysts, I and II, in the daily technical support of ScriptPro’s systems and solutions. This important role will lead the Analysts working with various teams within the company to appropriately escalate issues in a timely manner to improve overall customer satisfaction. The Technical Support Supervisor will collaborate with the Operations Manager to correct quality issues, problem trends and critical support concerns based on Key Performance Indicators (KPI) and Service Level Agreements (SLA) for continuous improvement in Analyst performance.
Reporting Relationship: Manager, Pharmacy Support Operations
Shift: Generally, Monday through Friday 10:00 am - 6:30 pm CST. This role is primarily performed remotely, though Kansas City Metro employees may be required to work on-campus periodically according to business need. Generally, all positions may be performed on-campus. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro.
Scope of the Role:
- Responsible for the daily distribution of analyst workload
- Acquires and maintains a current knowledge of relevant product offerings and troubleshooting performed by Pharmacy Support Analysts, I and II
- Acts as an escalation point for Pharmacy Support Analysts I and II on defined troubleshooting for their level of expertise
- Approves escalations within and outside of the team when the skill level needed for resolution is advanced beyond a Pharmacy Support Analyst II
- Participates in an on-call rotation to support overnight and weekend staff
- Ensures analysts maintain an acceptable level of quality and standards to meet KPI and SLA expectations through monthly reviews of data points as well as observations of the team’s ability to follow processes
- Collaborates with the Operations Manager to effectively manage employee performance through monthly one-on-ones, mid-year and yearly reviews, including documenting performance problems for corrective action
- Coaches and mentors Pharmacy Support Analysts, I and II, including career development and establishing training paths necessary for advancement, at the direction of the Operations Manager
- Updates missed punches within time-keeping software and works with analysts on workflow recommendations to improve accuracy
- Responds to cross-departmental inquiries regarding initial or ongoing technical support service requests as they relate to Pharmacy Support Analyst I and II involvement
- Interrelates technical support and coaching to improve analyst performance
- Initiates positive conflict management
- Leverages information and data to clarify expectations of analysts and to initiate improvements to support management initiatives
- Employs effective interpersonal communication to motivate analysts to meet their professional objectives
- Exercises sound judgement
- Perform other duties as assigned
Required Qualifications:
- 2+ years ScriptPro experience dedicated to representing ScriptPro in a professional manner
- Focused on improving personal processes to meet department and company objectives
- Demonstrated leadership skills in current role
- Excellent communication skills with a willingness to develop relationships cross-functionally
- Exceptional customer service skills with a demonstrated ability to deal with challenging customer situations
Preferred Qualifications:
- Bachelor of Science in Business Administration, Computer Science or related field, or relative work experience
- Familiarity with current workflows within Siebel
- Experience working with Avaya telephony software solutions
- Knowledge of the pharmaceutical industry with emphasis in outpatient pharmacy practice
- Awareness of the healthcare industry and/or medical insurance billing
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)
Benefits:
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. Employee 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.
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.
