Product Support Analyst –Support Relationship Services

3 weeks ago

Irving, United States MCKESSON Full time

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.

This position is responsible for building and maintaining long-term relationships with a diverse group of Macro Helix’s customers through excellent customer service and prompt ticket completion. These clients hold a wide range of needs, from issue resolution that may be driving dissatisfaction to enhancing the compliance of their 340B program.  The role will handle more advanced, critical issues that directly impacts revenue and coordinate with other teams when needed on completion of standard requests. The role’s overall goal is to ensure client retention and instill confidence in their 340B program. Tasks may involve project management and product support.

Key Responsibilities

Act as customer’s primary point of contact on all needs related to their casework, including, but not limited to regular status calls  Respond promptly and accurately to incoming customer inquiries, escalating if needed to the appropriate resource(s).  Fully understand and assess client reported issues to determine prioritization and work required to provide a solutionApply superior product knowledge in answering questions on functionality and best practicesProvide continuous updates to customers on open items, ensuring proper follow up and steps to close cases take placeTranslate conceptual ideas and complex client feedback into coherent and actionable requestsFocus on Assigned Accounts to improve the customer experience and identify opportunities to improve CSAT scores.Work with the customer’s Strategic Account Manager and update workflows appropriately to ensure maximum customer satisfactionQuickly learn business operations and processes to add value to your assigned accountsProvides customer service excellence to specific customer accounts.


Minimum Requirement

Degree or equivalent and typically requires 4+ years of relevant experience.
 

Critical Skills

4 years’ experience in customer service4 years’ experience with Macro Helix applicationsIn-depth knowledge of Macro Helix 340B Architect software supportExperience in the Hospital or Pharmaceutical IndustryProcess improvement experience

Additional Skills

Critical thinker, generally curious, problem solverStrong Customer Service mindsetPassionate about instructing/instilling knowledge in othersHighly organized and able to effectively handle multiple tasks, details and demands simultaneouslyProfessional, assertive manner and ability to instill confidence in and lead clientsAble to manage time and workload independently without direct supervisionWorking knowledge of tangential systems that work alongside Macro Helix software (e.g., pharmacy software, wholesaler ordering systems, switch, etc)

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.

Our Base Pay Range for this position

$31.99 - $53.31

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

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