Sr. Product Support Analyst

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.
• McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
• McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
• McKesson job postings are posted on our career site: careers.mckesson.com .
• 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 st

Benefits

Additional Information

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. Job Description 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.

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