Sr. Product Support Analyst

McKesson•Irving, TX

7d•$28 - $30•Hybrid

About The Position

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. 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.

Requirements

Degree or equivalent and typically requires 2+ years of relevant experience.
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

Nice To Haves

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

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 escalate 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.