Tech Product Support

McKesson•The Woodlands, TX

About The Position

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. At McKesson Pharmaceutical Solutions and Services – Technology Product Support, our mission is to deliver world‑class customer service. To support this goal, we are seeking highly self‑motivated and self‑directed Support Agents who are ready to take on new challenges and contribute to a high‑performing support organization. This role is responsible for providing technical support and assistance to users of McKesson Specialty Health technology products, ensuring reliable system performance, effective issue resolution, and a positive customer experience.

Requirements

Typically requires 1+ years of related experience.
Associate's or Bachelor's degree in a technical field (e.g., Computer Science, Information Technology) or equivalent practical experience.
1-3 years of experience in technical product support, preferably in a healthcare or software environment.
Strong understanding of software applications, operating systems (Windows, macOS), and networking fundamentals.
Excellent problem-solving and analytical skills with the ability to diagnose and resolve technical issues efficiently.
Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
Ability to work independently and as part of a team in a fast-paced environment.
Strong customer service orientation and a commitment to user satisfaction.
Ability to adapt to new technologies and learn quickly.
Ability to prioritize and manage multiple tasks simultaneously.

Nice To Haves

Experience with healthcare IT systems (e.g., EHR/EMR) is a plus.
Familiarity with healthcare industry terminology or clinical workflows is a plus

Responsibilities

Troubleshoot and resolve technical issues related to McKesson Specialty Health Technology Products via phone, email, and chat.
Document all support interactions, including problem descriptions, resolutions, and follow-up actions, in the ticketing system.
Escalate complex issues to senior support engineers or development teams as needed, ensuring timely resolution.
Provide clear and concise instructions to users on product usage, features, and best practices.
Develop and maintain a strong understanding of McKesson Specialty Health Technology Products, including new releases and updates.
Contribute to the creation and maintenance of knowledge base articles and support documentation.
Identify recurring issues and collaborate with product development to implement permanent solutions.
Participate in testing new product features and updates to ensure quality and usability.
Maintain a high level of professionalism and customer service in all interactions.