Technical Analyst, Pharmacy Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage with customers to provide and process information in response to inquiries, concerns, and requests regarding products and services.

• Perform technical analysis and assess system performance.

• Diagnose issues related to proprietary software, third-party insurance and credit card processing, Crystal and RDLC reports, mobile and web applications, Windows operating systems, SQL databases, and pharmacy operations workflows.

• Gather necessary information using available resources such as internal knowledge base articles, technical procedures, SharePoint, mentors, and previously documented Service Requests.

• Address customer inquiries from a general queue or a specific subject matter expert queue as assigned.

• Provide service and support to end-users through automated call distribution phone software, as well as Oracle Service Cloud chat and email support concurrently.

• Manage a queue of tickets based on priority and customer impact.

• Suggest workflow modifications based on pharmacy requirements and best practice recommendations.

• Compile ideas, updates, and resolutions in a manner suitable for the intended audience and situation, delivering high-quality oral and written communications.

• Communicate troubleshooting procedures, ideas, workflow steps, and processes clearly to end-users.

• Foster customer relationships by delivering exceptional customer service.

• Document all job functions in Siebel while maintaining a high standard of data quality.

• Actively monitor systems for performance and connectivity to reduce or eliminate downtime.

• Coordinate support for onsite field technicians and facilitate the shipment of parts to various sites.

• All candidates must hold a valid driver’s license and be open to air travel for work-related tasks if located outside the area.

• Carry out additional responsibilities as assigned by a supervisor or manager.

⛳️ Requirements

• An associate degree in computer science or a related discipline is preferred.

• A minimum of 3 years of experience with Windows OS (Windows 7/10, Server 2012/2016), networking, and both software and hardware troubleshooting.

• Advanced proficiency in troubleshooting desktop and peripheral hardware.

• Experience in supporting proprietary software applications.

• Competence with remote support tools such as BOMGAR, PCAnywhere, SecureLink, or Windows Remote Desktop, etc.

• Basic understanding of connectivity and networking concepts.

• Intermediate knowledge of SQL databases and query syntax.

• Familiarity with help desk ticketing systems (Oracle, Siebel, or other CRM platforms).

• Experience in SLA-driven resolution environments.

• Strong typing skills are essential; candidates must be able to type at least 50 WPM.

• A positive attitude, determination, and resilience are important.

• Ability to excel in a role within a continuously evolving and expanding industry.

• Excellent written and verbal communication abilities.

• Capability to multitask with varying priorities while maintaining a keen attention to detail.

• Exceptional attendance, reliability, and punctuality are required.

• Outstanding customer service skills.

• Strong analytical and problem-solving capabilities.

🏝️ Benefits

• Health: Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on-campus Gym, and a Vitality Wellness Program that helps reduce 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, and employee discounts on products and services.