Product Support Analyst, Pharmacy Services

$51,189 - $85,301/Yr

McKesson - Irving, TX

Full-time - Entry Level

Remote - Irving, TX

1-10 employees

Merchant Wholesalers, Nondurable Goods

About the position

The Product Support Analyst for Pharmacy Services at McKesson is responsible for managing and triaging Salesforce tickets submitted by internal team members, ensuring timely resolution and providing technical support for system access. This role involves documentation, monitoring ticket lifecycles, and collaborating with various teams to resolve system and workflow issues, contributing to the overall efficiency of Pharmacy Services.

Responsibilities

• Triage Salesforce tickets related to Patient Assistance, Revenue Services, and/or Utilization Analytics.
• Monitor McKesson Macro Helix / Pharmacy Services tickets throughout their lifecycle to ensure timely resolution.
• Assist customers and internal users with system access and Okta support for all Pharmacy Services systems.
• Collaborate with the team to resolve system and workflow issues and/or forward them to the corresponding parties.
• Document requests, solutions, and support activities accurately and promptly.
• Carry out other responsibilities as assigned.

Requirements

• Bachelor's degree or equivalent experience.
• Typically requires 2+ years of relevant experience including Patient Assistance Program (PAP), customer service, and/or product support.
• 2+ years of experience in the healthcare industry; understanding of Patient Assistance and the 340B program is a plus.
• Proficiency in Salesforce, Service Desk, and SharePoint.
• Strong problem-solving and critical thinking skills with the ability to troubleshoot, isolate, and lead complex issues to resolution.
• Excellent written and verbal communication skills.

Nice-to-haves

• Familiarity with Okta and other system access protocols is preferred.
• Ability to manage multiple tasks and projects simultaneously while maintaining attention to detail and accuracy.

Benefits

• Competitive compensation package including base pay and potential bonuses.
• Annual bonus or long-term incentive opportunities may be offered.