Sr. Product Support Analyst

McKesson; Irving (TX); On-site; USD 38,572 - 41,328; Full time

Benefits offered by this job

5% annual bonus

Flexible work schedule

Job summary

McKesson is looking for a Product Support Analyst to provide essential service regarding their web-based 340B software. This hybrid role requires at least two in-office days weekly at the Las Colinas office in Texas.

The ideal candidate should have a degree and 2+ years of relevant product support experience. Responsibilities include training end users, handling customer inquiries, and providing analytics to improve customer satisfaction.

Qualifications

• Typically requires 2+ years of relevant experience in product support.
• Strong interpersonal, negotiation, and customer service skills.

Responsibilities

• Interface with customers to handle 340B questions and functions.
• Train end users and answer application questions.
• Provide high-level analytics and reporting support.
• Build and enhance customer relations to promote program success.

Skills

Product applications support experience

Strong troubleshooting skills

Strong analytical skills

Strong verbal and written communication skills

Familiar with Microsoft Office, especially Excel

Technical proficiency in software applications

Education

Degree or equivalent

Tools

340B Architect

Web-based training applications

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.

Compensation

• Target compensation for this role is $28.00 – $30.00/hour, depending on experience.
• This position is eligible for a 5% annual bonus.

Location & Schedule

• This is a hybrid role based in Las Colinas (Irving, TX) with two 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 elevate 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 is an Equal Opportunity Employer and 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.