Technical Analyst, Pharmacy Support

Role Overview

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Conduct technical analysis and review of system performance
• Troubleshoot issues with proprietary software, third party insurance and credit card processing, Crystal and RDLC reports, mobile and web applications, Windows O/S, SQL database, and pharmacy operations workflow
• Research required information using available resources including internal knowledge base articles, technical procedures, SharePoint, mentors, and previously documented Service Requests
• Respond to customer inquiries from a general queue or a subject matter expert specific queue as assigned
• Deliver service and support to end-users through automated call distribution phone software and Oracle Service Cloud chat and email support simultaneously
• Work a queue of tickets based on priority and impact to the customer
• Recommend workflow changes based on pharmacy needs and recommended best practices
• Organize ideas, updates, and resolutions in a manner appropriate to the intended audience and situation via oral and written communications with a high level of data quality
• Clearly communicate troubleshooting steps, ideas, workflow steps, and processes to end users
• Build customer relationships through providing superior customer service
• Document all job functions using Siebel with a high level of data quality
• Proactively monitor systems for performance and connectivity to minimize or eliminate downtime
• Coordinate support for onsite field technicians and shipment of parts to sites

Requirements

• An associate degree in computer science or a related field is preferred
• 3+ years experience with Windows OS (Windows7/10 Server 2012/2016), networking, software, and hardware troubleshooting
• Advanced knowledge of desktop and peripheral hardware troubleshooting
• Experience supporting proprietary software applications
• Proficiency with remote support tools such as BOMGAR, PCAnywhere, SecureLink, or Windows Remote Desktop, etc.
• Working knowledge of connectivity and networking concepts
• Intermediate knowledge of SQL databases and query syntax
• Experience using help desk ticketing systems (Oracle, Siebel, or other CRM systems)
• Experience with SLA-driven resolution environments
• Efficient typing skills are a must; candidate must be able to type 50 WPM
• Positive attitude, drive, and tenacity
• Ability to thrive in a position supporting a constantly evolving and growing industry
• Excellent written and verbal communication skills
• Ability to multitask with varying priorities, while still maintaining a high attention to detail
• Exemplary attendance, reliability and punctuality
• Outstanding customer service skills
• Strong problem-solving and analytical skills.

Tech Stack

• Cloud
• Oracle
• SQL

Benefits

• 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.