• Provide technical support directly at client locations and by phone as assigned • Follow documented procedures, monitor ticket queues, and ensure service level agreements (SLAs) are met

• This role encompasses the day-to-day operation as a senior level 2 technical support executive, engaging with internal, customer, and potentially 3rd party teams • Working collaboratively with core development and professional services teams, focusing on service and product improvements • Providing service management support to the customer within an SLA framework • Acting as an escalation point for service problems • Taking a lead role as service champion for certain strategic customers • Maintaining and managing toolsets and Knowledge Base content • Creating and presenting agreed Customer Service reports • Embedding and driving compliance with policy and standard operating procedures • Delivering against change control and request management processes • Leading continual development and improvement of the support team with customer focus as a priority

• Provides advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service • Identifies and troubleshoots advanced technical problems, and provides timely and effective solutions to customers • Communicates technical solutions to non-technical customers in a clear and concise manner • Escalates complex issues to higher-level team members as necessary customer interactions and technical issues in a customer relationship management (CRM) system • Provides feedback on product improvements and enhancements based on customer feedback and technical issues • Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborates with other departments as needed to resolve customer issues • Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times • Adheres to company policies and procedures • Meets or exceeds performance targets for related KPI’s • Performs other duties as assigned

Title: Technical Support Analyst - Bilingual/French (Tu-Sa 5:00a-1:30p) Location: Remote, Remote, US Job Description: Who is ScriptPro? Salary:$24.00 Hourly 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 and hardware systems. This team equips our analysts with the tools and knowledge to make decisions and resolve issues on the first call. Job Summary: The bilingual Technical Support Analyst is responsible for responding to inbound customer service calls to provide remote support problem resolution with the highest level of professionalism and courtesy. Responsible for opening service requests in a ticketing system that allows for organizing, tracking, and escalating of customer inquiries that range from general “how to” questions to more advanced technical issues. The Technical Support Analyst may also assist with customer support projects and/or research projects, as needed. This is a remote work from home position regardless of location. There will be required 3 week onsite training at our headquarters in Mission, KS. Reporting Relationship: Supervisor, Technical Support Shift: Tuesday through Saturday 5:00am - 1:30pm CST. This role is primarily performed remotely, though Kansas City Metro employees may be required to work on-campus periodically according to business need. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro. Scope of the Role: - Analyze, troubleshoot, maintain, and repair ScriptPro systems, hardware, and computer peripherals - Maintain, upgrade, or replace software systems and provide hardware support - Support and maintain user account information including rights, security, and systems groups - Maintain progressive knowledge of ScriptPro systems - Perform other duties as assigned Required Qualifications: - Requires a minimum of an Associate’s degree in an engineering or technology related field or a Bachelor’s degree or equivalent, or 2 years of related experience - Proficient in written and verbal French communication - Basic Windows OS Knowledge (XP/7/10/11) - Requires working knowledge of desktop and peripheral troubleshooting - Preferred familiarity with a ticketing or service desk software application and SLA driven resolution times - Problem solving and analytical skills - Positive attitude, drive and tenacity - Excellent customer service skills - Excellent written and verbal communication skills - Ability to multitask with varying priorities and attention to detail - All candidates must possess a valid driver’s license and be willing to travel by air for work-related duties if located outside the area Preferred Skills: - Knowledge of ScriptPro systems - Experience in pharmacy 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) Compensation and Benefits: The compensation range for this role has been established at $24.00 hourly or $50K annually. We also offer $2.50/hour in leu of benefits for Canadian employees. The final agreed-upon compensation is based on a number of factors, including but not limited to: individual education, qualifications, skills, prior work experience, competencies, and geographic work location. The above compensation range represents the Company’s good faith and reasonable estimate of the range of possible compensation at the time of posting. 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 well-being. - Paid Time Off (PTO), Parental Leave, nine (9) paid holidays, paid volunteer hours, Employee Assistance Program 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.