Applications Systems Analyst - Remote [Wed-Sat, 6am-4:30pm]

Job Summary: ScriptPro is looking for a Software Systems Customer Support Analyst to work Wednesday through Saturday, 6am - 4:30pm. Responsibilities include troubleshooting, analyzing, and repairing ScriptPro systems, applications, hardware, and computer peripherals, as well as troubleshooting customer problems using remote support software (i.e. PCAnywhere, BOMGAR, and Windows Remote Desktop). This person will consult with customers to identify best practices to recommend. Implementing configuration, workflow, and other system enhancements are also responsibilities of this position among others listed below. This is a remote work from home position regardless of location. Some travel may be required.

Remote Work Requirements:

• Must have high-speed reliable internet access
• Must have a distraction free home office workspace
• Must be willing to participate in video virtual meetings (camera on)

Reporting Relationship: Supervisor, Technical Support

Shift: Wednesday through Saturday, 6am - 4:30pm. Regular and punctual attendance is an essential function of every job at ScriptPro.

Scope of the Role:
• Rely on instructions and pre-established guidelines to perform the functions of the job
• Coordinate support for onsite field service technicians, and shipment of parts to customer sites
• Conduct technical analysis and review of system performance
• Research required information using available resources
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Deliver service and support to end-users through automated call distribution phone software
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Build customer relationships through providing superior customer service
• Document all job functions using Siebel with a high level of data quality
• Monitor and restore systems and backups
• Perform other duties as assigned by a supervisor or manager

Education and Experience Requirements:
• Associates degree in a technology related field, or two years of equivalent related experience
• Basic Windows OS knowledge(XP/7/8)
• Working knowledge of desktop and peripheral troubleshooting
• Basic understanding of connectivity and networking concepts
• Experience with a remote support tool (PCAnywhere, BOMGAR, or Windows Remote Desktop, etc.)
• Experience with SLA driven resolution times
• Demonstrate proficiency supporting proprietary software applications
• Other duties as assigned

It is ScriptPro LLC'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 86 to preview requirements.

Preferred Skills:
• Accurately process and record call transactions using a computer and designated tracking or ticketing software application
• 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.)

Attributes Desired:
• Positive attitude, drive, and tenacity
• Excellent written and verbal communication skills
• Ability to multitask with varying priorities, while still maintaining a high attention to detail
• Exemplary punctuality and customer service skills
• Problem solving and analytical skills

Working Conditions:
This position operates in an office or home 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 any type of 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