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 hardware, systems, and applications.
Job Summary: The Systems Support Specialist works directly with external customers to resolve issues in live production environments. The ideal candidate will be able to work with customers to provide system support focused on improving hardware and system performance, as well as overall customer satisfaction. Candidates will be measured by their ability to resolve complex hardware and software issues while delivering an exceptional customer experience. This individual will achieve these objectives through a combination of hands-on involvement with customers and internal technical teams.
Reporting Relationship: Director, Infrastructure Services
Shift: Tuesday to Saturday 7:00 am – 4:00 pm CST. This is a hybrid position; mix of in person and remote. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro.
Scope of the Role:
- Maintain availability in automatic call distribution (ACD) for call escalations
- Maintain, analyze, troubleshoot, and repair ScriptPro systems
- Complete remote software configurations and upgrade support
- Configure, build, and image workstation drives for fielded systems
- Provide remote desktop support and network connectivity for field systems and mobile devices
- Provide remote desktop support for computers, monitors, printers and other peripheral devices
- Install and maintain security software, certificates, and applications
- Assess system needs and recommend technical solutions or escalation
- Provide support for Windows Operating System including updates
- Configure, install, and customize deployment packages
- Complete ticket documentation and tracking using Siebel with a high level of data quality
Required Qualifications:
- Associate degree in an engineering or technology-related field, bachelor’s degree, or equivalent 2 years of related experience
- Experience with Windows Patch Management, compliance, and anti-virus tools
- Experience in helpdesk or desktop support role
- Experience in ACD Call queue
- Advanced Windows OS knowledge (Win 7/8/10/11)
- Working knowledge of desktop, mobile devices, and peripheral troubleshooting
- Basic understanding of connectivity and networking best practices
- Experience with a remote support tool (BOMGAR, Windows Remote Desktop, etc.)
- Demonstrated ability to work with minimal supervision to set and prioritize work with a high level of detail
- Demonstrate proficiency in supporting proprietary software applications
- Ability to maintain internet connectivity to provide remote support
- Must be able to obtain security clearance
- 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 and Knowledge:
- Knowledge of the pharmaceutical industry with emphasis in outpatient pharmacy practice
- Fundamental IT Certification obtained (A+, MCITP Windows OS, Network +)
- Multilingual skills in Spanish, Arabic, or French
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, 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.
Working Conditions:
This position operates in an 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. Ability to learn and solve practical problems and interpret a variety of instructions is required.
ScriptPro is not sponsoring a visa for this position.
ScriptPro is an Equal Opportunity Employer Committed to a Diverse and Inclusive Workforce.
Please visit www.scriptpro.com to learn more about the mission of our company.
