What are the responsibilities and job description for the Sr. Product Support Analyst position at TWR Macro Helix LLC?
We are looking for a Senior Product Support Analyst to join our Macro Helix team. The Retail Support Analyst will provide essential service to our internal and external clients regarding our web-based 340B Federal Government Program software.
Call Center environment : This position will be a shift between 6 : 00 a.m. - 9 : 00 p.m. (CST) Monday-Friday and on call for weekends and holiday on a rotated shift.
Key Responsibilities
Responsible for interfacing with Macro Helix customers to handle a variety of 340B questions and functions about 340B Architect and other McKesson / Macro Helix software.
Receiving inbound calls, emails, and requests directly from clients or internal employees to determine root cause and resolve or escalate as necessary following standard operating procedures.
Provides high-level analytics, reporting, and other support as needed. 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.
Minimum Requirements
Degree or equivalent and typically requires 2 years of relevant experience.
Education
Four-year degree or equivalent 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.
Additional Knowledge & Skills
Strong organizational skills with the ability to work through a large caseload per SLA requirements.
Experience with 340B Architect and / or Macro Helix division exposure a plus.
Knowledge of the 340B program is a plus.
Physical requirements
Large amount of computer-based work
Must be authorized to work in the US. Sponsorship is not available for this position.
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
24.61 - $41.01
Salary : $25 - $41
