Sr. Product Support Analyst
McKesson
USA, TX, Irving
Full-Time
$28
RemoteAssociate
McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.
What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.
Macro Helix is looking for qualified candidates to join our team. The Product Support Analyst will provide essential service to our internal and external clients regarding our web-based 340B software.
Target compensation for this role is $28.00 – $30.00/hour, depending on experience.
This position is eligible for a 5% annual bonus.
This is a hybrid role based in Las Colinas (Irving, TX) with two (2) required in-office days per week.
Candidates must be local and able to commute to the office.
Standard shift is 12:00 PM – 9:00 PM CST, Monday–Friday.
On in-office days, the schedule may include a flexible split shift to complete the full 8-hour workday.
Key Responsibilities
Responsible for interfacing Macro Helix customers to handle a variety of 340B questions and functions about 340B Architect and other McKesson/Macro Helix software.
Train end users, answer application questions, and provide training aids.
Serve as customers' subject matter expert, educating them on 340B rules/regulations, processes, and software functionality.
Receiving inbound calls, emails, and requests directly from clients or internal employees to determine root cause and resolve or escalate as necessary following standard operating procedures.
Provide high-level analytics, reporting, and other support as needed.
Build and enhance customer relations to promote program success and product improvement.
Meet or exceed defined customer service levels to achieve targeted customer satisfaction goals.
Minimum Requirements
Degree or equivalent and typically requires 2+ years of relevant experience.
Critical Skills
Product applications support experience.
Strong troubleshooting, critical thinking, and analytical skills
Strong verbal and written communication skills
Working knowledge of a wide variety of software, hardware & PC operating systems
Demonstrated ability to handle calls & act as a resolution point for issues & prevent issues from escalating further.
Familiar with Microsoft Office applications with strong Excel skills
Technical proficiency in software applications and the utilization of Web-based training applications
Advanced Microsoft Office proficiency
Additional Knowledge & Skills
Strong organizational skills with the ability to work through a large caseload per SLA requirements.
Experience with 340B Architect and Macro Helix division exposure a plus
Knowledge of the 340B program a plus
High degree of self-motivation and ability to work independently.
Strong interpersonal, communication, negotiation, and customer service skills
This role is a hybrid position. The selected candidate is expected to work on-site at our Las Colinas office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in-office days may be designated based on team needs and business priorities.
We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.
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McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
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