Sr Product Support Analyst at McKesson

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.

McKesson Corporation is a Fortune 8 company and is one of the largest providers of healthcare supply chain management solutions, retail pharmacy, medical & pharmaceutical supplies, healthcare technology, community oncology and specialty care in the United States with revenues of $231 billion in 2020. The company was founded in 1833 by John McKesson and Charles Olcott in New York with a focus on importing and wholesaling pharmaceutical products. United by our ICARE shared principles, McKesson's 80,000 employees work together every day to make better care possible around the globe – one product, one partner, one patient at a time.

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.

Key Responsibilities:

• Builds and enhances customer relations to promote program success and product improvement.
• Meet or exceed defined customer service levels to achieve targeted customer satisfaction goals.
• Responsible for interfacing with Macro Helix customers to handle a variety of 340B questions and functions in relation to 340B Architect and other McKesson/Macro Helix software.
• Receiving inbound calls, emails, and requests directly from clients and acting as the first point of contact
• Analyze, troubleshoot and triage tickets appropriately to determine root cause and solution
• Walk users through troubleshooting and resolution process
• Call Center environment: This position will be a shift between 6:30 a.m. - 9:00 p.m. (CST) Monday through Friday and include possible on-call requirements for weekends on a rotating shift; Starting shift will be Monday - Friday 12 - 9p CT
• Provides high-level analytics, reporting, and other support as needed.
• Analyzing substantial amounts of data (data mining)
• Proactively provide status updates and follow-ups with internal/external customers on pending requests
• Additional assigned duties as needed.

Minimum Requirements
Degree or equivalent and typically requires 2+ years of relevant experience.

Education

• High school diploma
• 4-year degree in business or related field or equivalent preferred.

Critical Skills

• Proficient with Microsoft Office applications. 
• Strong organizational skills with the ability to work through a large caseload per SLA requirements.
• Strong critical thinking, analytical skills, and troubleshooting skills.
• Strong verbal and written communication skills.

Additional Knowledge & Skills

• Experience as a pharmacy technician in a retail or hospital environment preferred.
• Certified Pharmacy Technician Certification is highly preferred (CPhT).
• 4-year degree in business or related field preferred but not required.
• Working knowledge of a wide variety of software, hardware & PC operating systems is highly preferred.
• Strong experience with Excel highly preferred (v-lookups, pivots, macros, charts, graphs, etc.)
• Demonstrated ability to handle calls & act as resolution point for issues & prevent issues from escalating further is preferred.
• Knowledge of the 340B program is highly preferred.

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. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. 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.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson!