Software Support Analyst

What We're Looking For

We're looking for a customer-focused, technically driven individual who thrives in a fast-paced environment. The ideal candidate is a strong problem-solver who communicates clearly, works well across teams, and is committed to delivering a high-quality customer experience while continuously learning and improving.

What You Will Do

Core Responsibilities

• Provide installation, configuration and support for PK Software systems, integrations, and related modules
• Deliver high-quality technical support to customers via phone, email, chat, and remote sessions, ensuring a positive customer experience
• Diagnose, troubleshoot, and resolve software, hardware, and integration issues in a timely and professional manner
• Maintain and support client/server environments, including desktop hardware, peripherals, and network connectivity as needed
• Document, track, and manage support cases in the ticketing system, ensuring accurate notes, proper categorization, and timely resolution
• Escalate complex issues to Tier 2/3 support or development teams with clear, complete documentation and replication steps
• Assist with User Acceptance Testing (UAT) for new releases, features, and integrations, providing feedback to improve product quality
• Create, update, and maintain internal and customer-facing knowledge base articles, technical guides, and troubleshooting documentation
• Collaborate with Onboarding, Training, Customer Success, and Development teams to ensure seamless customer experiences
• Identify recurring issues and trends, proactively recommending process improvements or product enhancements

Additional Responsibilities

• Participate in special projects, product rollouts, and internal initiatives as assigned
• Maintain awareness of new features, updates, and best practices to continuously improve support quality
• 10% Travel Requirement: Occasional onsite visits to the main office required

Who You Are (Qualifications & Competencies)

• Bachelor's Degree in Information Technology or equivalent work experience (3+ years in IT field)
• Minimum of 2 years of experience providing phone-based technical support in an IT environment
• Pharmacy or healthcare software experience preferred
• Experience with on-site software implementation or customer onboarding is preferred but not required
• Strong knowledge of hardware, software, and commonly used IT concepts, practices, and procedures
• Working knowledge of basic network troubleshooting principles
• Experience with SQL Server installation, configuration, and troubleshooting
• Advanced proficiency in Microsoft Office Suite
• Strong technical aptitude with software systems, databases, and integrations
• Excellent written and verbal communication skills, with the ability to communicate effectively with both customers and internal teams
• Ability to present information clearly and professionally in person, over the phone, and in virtual settings
• Strong customer service and interpersonal skills, with a customer-first mindset
• Advanced problem-solving and troubleshooting abilities with attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Strong documentation habits, including the ability to create and maintain technical guides and notes
• Ability to follow and interpret written and verbal instructions with sound judgment and critical thinking
• Team-oriented mindset with the ability to collaborate effectively across departments
• Self-motivated with a willingness to learn, adapt, and grow within the role
• Typing proficiency of at least 50 words per minute

Certifications:

• A+ Certification a plus
• Microsoft certified solutions expert (MCSE), a plus

Who We Are

PCCA helps pharmacists and prescribers create personalized medicine that makes a difference in patients' lives. As a complete resource for independent compounding pharmacists, PCCA provides high-quality products, education and support to more than 3,000 pharmacy members throughout the United States, Canada, Australia and other countries around the world. Incorporated in 1981 by a network of pharmacists, PCCA has supported pharmacy compounding for more than 40 years. Learn more at www.pccarx.com.