Associate, Product Support

LE038 Second Sight Solutions, LLC; Washington (District of Columbia); Hybrid; USD 75,000 - 110,000; Full time

Job summary

Second Sight Solutions, a BRG subsidiary, is seeking a Product Support Associate to understand all software platforms, solve problems independently, and improve support processes, tools, and user experiences.

Salary range: $75,000 - $110,000, with expectations for strong communication skills and healthcare industry experience to drive incidents to resolution and customer satisfaction.

Qualifications

• Minimum two years of work experience in a support or customer-facing role in the healthcare industry.
• A minimum of 5 years of experience is required for the Senior level position.
• Background related to the 340B Drug Pricing Program highly preferred.
• Experience applying discretion and independent judgment in analyzing and solving complex product or customer issues.
• Excellent verbal and written communication skills with the ability to explain technical issues to both technical and non-technical audiences.
• Candidate must be able to submit verification of his/her legal right to work in the United States, without company sponsorship.

Responsibilities

• Manage all communications between 340B covered entities and manufacturers regarding their use of Second Sight Solutions software platforms and compliance with manufacturers’ policies on contract pharmacy utilization.
• Independently perform intake triage for inbound inquiries, using structured decision-making to ensure proper routing, prioritization, and documentation.
• Serve as a subject matter expert for Second Sight Solutions software products, with an understanding of the systems, workflows, and user interaction to offer education support to address complex issues for users of the platforms.
• Use discretion and sound judgment to independently escalate or de-escalate high-impact issues, while understanding technical severity and business context.
• Participate in creating and continuously improving incident response processes and post-incident reviews.
• Understand the basics and nuances of pharmaceutical manufacturer policies to ensure efficient, effective support and communication management.
• Adhere to internal SLAs, case management standards, and client requirements for communication handling and documentation, while increasing user satisfaction.
• Contribute to improving, designing, and developing knowledge base articles, process manuals, and materials for supporting new client launches and onboarding.
• Maintain ownership of case follow-up to ensure resolution and clarity for all stakeholders.

Tools

Microsoft Office

Job description

We Do Consulting Differently Second Sight Solutions, a subsidiary of Berkeley Research Group (BRG), is a health technology company, and our innovative technology reimagines how drug discount data is exchanged, establishing new connections and improving transparency for drug manufacturers and their customers. Our customers and partners trust us to deliver reliable, first-to-market solutions and safeguard the data we receive. We trust our employees, and our culture gives them the freedom to create, collaborate, and grow. Our leaders are industry experts, creative, unafraid to challenge the status quo, and the pioneers of market-changing solutions. The Product Support Associate must understand all of Second Sight Solutions’ software platforms, solveproblems independently, and improve support processes, tools, and user experiences. The Product Support Associate must demonstrate the ability to make critical decisions about system behavior, issue prioritization, and root-cause resolution. Job title and compensation to be determined based on qualifications and experience.

Salary range: $75,000 - $110,000

About BRG BRG combines world-leading academic credentials with world-tested business expertise and purpose-built emerging technologies. Our culture centers on agility and connectivity which sets us apart and gets you ahead. At BRG, our professionals include specialist consultants, industry experts, renowned academics, and leading-edge data scientists. Together, they bring a diversity of real-world experience, data, and human and artificial intelligence, to economics, disputes, and investigations; corporate finance; and performance improvement services that address the most complex challenges facing organizations across the globe. Our unique structure nurtures the interdisciplinary relationships that give us the edge, laying the groundwork for more informed insights and more original, incisive thinking. When paired with our global reach and resources, our diverse perspectives and technical capabilities make us uniquely capable to address our clients’ challenges. We get results because we know how to apply our thinking to your world. At BRG, we don’t just show you what’s possible. We’re built to help you make it happen. BRG is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

Responsibilities

• Manage all communications between 340B covered entities and manufacturers regarding their use of Second Sight Solutions software platforms and compliance with manufacturers’ policies on contract pharmacy utilization. Communications are via chat, email, and phone.
• Independently perform intake triage for inbound inquiries (via chat, email, and phone), using structured decision-making to ensure proper routing, prioritization, and documentation.
• Serve as a subject matter expert for Second Sight Solutions software products, with an understanding of the systems, workflows, and user interaction to offer education support to address complex issues for users of the Second Sight Solutions platforms.
• Use discretion and sound judgment to independently escalaty or de-escalate high-impact issues, while understanding technical severity and business context.
• Participate in creating and continuously improving incident response processes and post-incident reviews.
• Understand the basics and nuances of pharmaceutical manufacturer policies to ensure efficient,effective support and communication management.
• Adhere to internal SLAs, case management standards, and client requirements for communication handling and documentation, while increasing user satisfaction.
• Contribute to improving, designing, and developing knowledge base articles, process manuals, and materials that can be leveraged in supporting new client launches and onboarding to Second Sight Solutions software products.
• Maintain ownership of case follow-up to ensure resolution and clarity for all stakeholders.

Basic Qualifications

• Minimum two years of work experience in a support or customer-facing role in the healthcare industry.
• A minimum of 5 years of experience is required for the Senior level position.
• Job title to be determined based on relevant qualifications and experience.
• Background related to the 340B Drug Pricing Program highly preferred.
• Experience applying discretion and independent judgment in analyzing and solving complex product or customer issues.
• Strong critical thinking, communication, and problem-solving skills, particularly in ambiguous or complex situations.
• Experience managing intake processes or customer inquiry triage.
• Proficient in Microsoft Office, including PowerPoint, Excel, Word, and Outlook.
• Experience working with clients or helping to support client deliverables.
• High attention to detail and commitment to producing quality work.
• Eager to learn and research new healthcare content.
• Strong initiative, adaptability, and a continuous improvement mindset.
• Excellent verbal and written communication skills with the ability to explain technical issues to both technical and non-technical audiences.
• Highly organized with a proactive mindset and a commitment to continuous improvement.
• Proven success in a collaborative, cross-functional team environment.
• Candidate must be able to submit verification of his/her legal right to work in the United States, without company sponsorship.

BRG is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

We do Consulting Differently It takes more than top-tier people. It takes top-tier people grounded in real-world expertise, working together in the right ways. This is BRG. Purpose-built for the agility and connectivity that sets us apart— we bring the best data, brightest talent, and boldest thinking to all that we do. With the crucial added ingredient of our real-world business acumen, we translate insights into action. BRG is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

If you need reasonable accommodation for any part of the employment process, please contact us by email at [e-mail] and let us know the nature of your request and your contact information. Requests for Website Accessibility and Required Information for Online Applicant Tracking Systems accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.