Connectivity Support Representative

McKesson • Richmond, VA

2d

About The Position

The Connectivity Support Representative responds to customer inquiries and issues related to third-party connectivity through phone, email, and chat. The role diagnoses and troubleshoots connectivity problems, including EDI and cXML, and guides customers through solutions. It works with internal IT and engineering teams on complex issues, documents cases and follow-up actions in a ticketing system, and shares customer-based feedback to help improve products and services. The representative also stays current with technology and product updates, helps maintain knowledge base and support materials, and participates in ongoing training.

This position is part of McKesson Medical-Surgical (MMS), a McKesson subsidiary serving healthcare providers and other customers in alternate-care and non-acute-care markets. The role operates in a fast-paced environment, with flexible hours—including evenings and weekends—if required.

Requirements

• High school diploma or equivalent.
• At least one year of professional experience in a technical support or customer service role.
• Strong understanding of networking concepts, including EDI and cXML.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.
• Customer-focused approach with a friendly and professional demeanor.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to work in a fast-paced environment.
• Availability to work flexible hours, including evenings and weekends, if required.

Nice To Haves

• A degree in IT or a related field is preferred.
• Experience in a connectivity or telecommunications environment is preferred.

Responsibilities

• Respond to customer inquiries and issues related to third-party connectivity by phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot connectivity problems, including EDI and cXML.
• Guide customers through step-by-step solutions to resolve connectivity problems.
• Collaborate with internal teams, including IT and engineering, to resolve complex issues.
• Document and track customer issues, resolutions, and follow-up actions in the ticketing system.
• Provide feedback and recommendations for product and service improvements based on customer interactions.
• Stay updated on technology trends and product updates to provide informed customer assistance.
• Assist in developing and maintaining knowledge base articles and support materials.
• Participate in ongoing training to enhance technical skills and service delivery.

Benefits

• Competitive salary and performance-based incentives.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Opportunities for professional development and career advancement.
• Potential annual bonus or long-term incentive opportunities may be offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED