Software Support Analyst

Description 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.