What are the responsibilities and job description for the Product Application Support position at ONM Onmark, Inc.?
We are seeking a highly skilled and motivated Technical Product Support Rep to support RetinaOS as a critical bridge between our front-line customer support and software development team. This role demands a proactive problem-solver who can effectively communicate technical solutions and ensure seamless operations across our technology landscape.
Key Responsibilities
Diagnose and Resolve : Tackle complex technical issues by identifying whether they stem from application defects, database inconsistencies, server / domain / client environments, or hardware malfunctions.
System Updates : Perform limited updates to production systems to expedite issue resolution and maintain system integrity.
Defect Triage : Act as the first line of defense in triaging complex defects, ensuring they are accurately documented and communicated to the software development team.
Vendor Coordination : Collaborate with vendors when necessary to ensure cohesive operations and issue resolution.
Meetings and Collaboration : Participate in customer and vendor meetings as well as stand-up meetings to provide status updates and align on ongoing projects.
Service Management : Respond promptly to service requests and incidents, ensuring all interactions reflect our commitment to superior customer service.
Defect Documentation : Meticulously document defects found in the production environment for future reference and resolution.
Knowledge Sharing : Communicate known issues and workarounds to the support team, providing estimated timelines for permanent fixes.
Documentation : Record all activities in the CRM system create knowledge base and / or training materials for troubleshooting.
Minimum Requirement
Degree or equivalent and typically requires 4 years of relevant experience.
Critical Skills
Database Proficiency : 2 years of experience querying databases using SQL. The ability to update databases is a plus.
Technical Acumen : A solid understanding of software systems is essential, with additional experience in using Postman, GitHub, and AWS tools such as S3, CloudWatch, and Lambda considered a plus.
Tableau Server Management : Experience in managing Tableau jobs is advantageous.
Problem Solving : Demonstrated ability to troubleshoot and diagnose complex technical issues with a detail-oriented approach.
Organizational Skills : Exceptional organizational and prioritization skills with an unwavering attention to detail.
Analytical Thinking : Strong analytical, problem-solving, and decision-making capabilities.
Communication : Excellent written and verbal communication skills, with the ability to articulate technical concepts to non-technical audiences.
Customer Focus : A strong customer service orientation and experience in incident management and problem resolution.
Independence : Able to work independently and take initiative in a fast-paced environment.
Work Environment / Physical Requirements :
This position works remotely from home and requires prolonged sitting in front of a computer.
This role will require travel up to 5%.
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
Our Base Pay Range for this position
31.99 - $53.31
Salary : $32 - $53