Specialist – Customer Solutions Support

Cencora • Prior Lake, MN

1d

About The Position

This role is responsible for supporting, researching and resolving complex functional areas for customer digital experiences and solutions as part of a team of analysts serving as the escalation path for internal support groups. In addition, this role supports the IT commercialization processes with regard to functional/usability testing, technical documentation, communications, and internal platform training. Handle problem recognition, research, isolation, resolution and follow-up for routine user problems and on higher level support issues. Clearly and concisely documents all interaction and all steps taken to identify software defects and resolve incidents as a subject matter expert of Cencora’s digital experiences and solutions. Gather and document business requirements in support of customer needs; must have full knowledge of requirements and platform functionality to respond to RFP and facilitate demos of applications. Observe trends of platform usability via support cases and platform analytics to recommend improvements to design, training documentation or implementation. Develop expertise within product area and assist in building out training and technical documentation on digital experiences and solutions. Develop documentation and communicate upcoming enhancements and break/fix releases. Coordinate and develop necessary updates to existing training materials. Perform functional and usability testing before enhancement releases. Will provide support to Cencora associates with regards to supporting end-user questions, issues, and support needs that arise for Cencora's digital experiences and solutions. Responsible for providing content and delivery of training materials for both Cencora external customers and internal associates. Must be willing to work extended hours, as needed, to meet objectives. Performs related duties (requirements gathering, testing, etc.) as assigned to assist team in meeting deliverables.

Requirements

• Requires completion of a four-year bachelor’s degree program or equivalent combination of experience and education.
• Normally requires a minimum of 5+ years of directly related and progressively responsible experience.
• Previous functional troubleshooting experience strongly preferred.
• To perform this job successfully, an individual should have knowledge of and experience troubleshooting applications using Chrome, Edge, and Firefox Browsers, Third-party pharmacy and POS systems, order processing systems, Excel, PowerPoint, Visio, Outlook and Word.
• Strong demonstration of technical aptitude, with ability to explain technical concepts to non-technical audiences.
• Proven ability to write technical documentation that effectively communicate complex information.
• Ability to juggle multiple tasks in an effective manner and demonstrated initiative to keep driving results.
• Interpersonal skills sufficient to develop and maintain cooperative working and business relationships with others.
• Ability to communicate effectively, both orally and in writing.
• Effective presentation skills, both in person and remote conference.
• Strong training and context delivery experience.
• Ability to work on a team, open to change and supporting team members in developing out solid solutions.
• Experience in editing and proofreading to ensure accuracy, clarity, and adherence to style guidelines.
• Strong organizational skills; attention to detail and able to meet deadlines.
• Excellent problem-solving skills; ability to resolve issues effectively and efficiently.

Nice To Haves

• Experience using platform analytic tools e.g. FullStory, GlassBox or Google Analytics as well as basic experience with Smartsheet would be a plus.

Responsibilities

• Supporting, researching and resolving complex functional areas for customer digital experiences and solutions.
• Supporting the IT commercialization processes with regard to functional/usability testing, technical documentation, communications, and internal platform training.
• Handling problem recognition, research, isolation, resolution and follow-up for routine user problems and on higher level support issues.
• Documenting all interaction and all steps taken to identify software defects and resolve incidents.
• Gathering and documenting business requirements in support of customer needs.
• Observing trends of platform usability via support cases and platform analytics to recommend improvements to design, training documentation or implementation.
• Developing expertise within product area and assist in building out training and technical documentation on digital experiences and solutions.
• Developing documentation and communicate upcoming enhancements and break/fix releases.
• Coordinating and develop necessary updates to existing training materials.
• Performing functional and usability testing before enhancement releases.
• Providing support to Cencora associates with regards to supporting end-user questions, issues, and support needs that arise for Cencora's digital experiences and solutions.
• Providing content and delivery of training materials for both Cencora external customers and internal associates.
• Willing to work extended hours, as needed, to meet objectives.
• Performing related duties (requirements gathering, testing, etc.) as assigned to assist team in meeting deliverables.

Benefits

• We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day.
• In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness.
• This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level