• Realizar atendimento técnico de nível 2 para clientes usuários da plataforma Lyceum. • Analisar, investigar e solucionar incidentes relacionados aos módulos acadêmicos, administrativos e integrações do sistema. • Realizar diagnóstico de problemas por meio da análise de cenários, evidências, logs e dados da aplicação. • Identificar causa raiz dos incidentes e propor soluções definitivas para evitar recorrências. • Apoiar clientes na utilização da plataforma, esclarecendo dúvidas técnicas e orientando sobre melhores práticas. • Atuar em conjunto com os times de Desenvolvimento, Produto, Implantação e Infraestrutura na resolução de demandas complexas. • Acompanhar incidentes críticos, garantindo comunicação adequada, qualidade no atendimento e cumprimento dos SLAs. • Produzir e atualizar documentações técnicas, base de conhecimento e procedimentos operacionais. • Apoiar análises relacionadas a atualizações, correções e novas versões da plataforma. • Contribuir para iniciativas de melhoria contínua dos processos e da operação de suporte.

• Provide exceptional remote-based support for critical VMware components • Assess complex customer issues using methodical troubleshooting • Work closely with end users daily to understand their needs • Thoroughly document remediations, test results, and approvals

• Resolve complex customer issues using structured problem-solving methodologies • Provide remote support for Oracle E-Business Suite environments (11i, R12.1, R12.2) • Work in high-pressure environments • Responsible for administration of the entire Oracle EBS technology stack • Perform performance tuning and diagnostics through SQL analysis and AWR, ASH, ADDM tools • Develop scripts (SQL, PL/SQL, Shell) to analyze and remediate data issues

Title: Technical Analyst, Pharmacy Support-Remote [Su-We 8p-6:30a CST] Location: Remote, Remote, US Job Summary: The Pharmacy Support Analyst role at ScriptPro is responsible for troubleshooting, analyzing, and maintaining ScriptPro systems, applications, hardware, and computer peripherals, as well as using remote support software (i.e. BOMGAR, PCAnywhere, SecureLink, and Windows Remote Desktop) to assist customer with reported issues. This person will consult with customers to help identify recommended best practices for system configuration, pharmacy workflow, and potential enhancements available. This is a remote position, with preference given to candidates located in the Kansas City Metro area. Some travel by air or auto may be required. Reporting Relationship: Supervisor, Technical Support Shift: Sunday through Wednesday 8:00pm - 6:30 am 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: - 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 - 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 - Perform other duties as assigned by a supervisor or manager Required Qualifications: - 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 Preferred Skills: - 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.) - Pharmacy operations knowledge 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 - $27.00 hourly. 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 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), 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.