Resolve moderate-complexity incidents and requests requiring deeper application and workflow knowledge.
Serve as a subject matter resource for one or more assigned products, workflows, or support processes.
Analyze customer-reported issues and perform intermediate troubleshooting using available support tools and resources.
Identify patterns, trends, and recurring customer issues and recommend improvements.
Assist B1 representatives with troubleshooting guidance and issue resolution.
Participate in support readiness activities for product releases, enhancements, and workflow changes.
Contribute to creation and maintenance of knowledge articles, troubleshooting guides, and support documentation.
Support customer onboarding, education, and adoption activities when appropriate.
Assist with queue management and workload balancing activities.
Partner with peers and leadership to improve support processes and customer experiences.
Demonstrate growing understanding of product integrations and downstream customer impacts.
Additional Responsibilities
Develop subject matter expertise in one or more products, workflows, or customer support processes.
Assist with onboarding and training of new team members.
Contribute to the creation of knowledge articles, troubleshooting guides, and customer-facing resources.
Support product releases and readiness through knowledge acquisition and training participation.
Provide guidance to B1 representatives on standard troubleshooting and support practices.
Assist with queue management, workload balancing, and support coverage activities.
Identify recurring customer issues and recommend process or documentation improvements.
Participate in customer education and adoption activities as needed
Demonstrate commitment to McKesson's i2CARE and LEADRx principles and customer-first culture.
Support quality assurance initiatives and incorporate feedback into daily performance.
Minimum Requirement
Typically requires 1+ years of related experience.
Education
High School Diploma or equivalent
Critical Skills
1+ years healthcare operations or technology support experience
Consistent delivery of white-glove customer experiences in moderately complex support scenarios
Strong analytical and troubleshooting skills
Ability to independently resolve moderate-complexity customer issues
Working knowledge of clinical, operational, and customer workflows
Developing subject matter expertise in one or more supported products or services
Strong case management and customer communication skills
Ability to balance customer advocacy with operational requirements
Knowledge management and documentation development skills
Effective collaboration across teams and support functions
Ability to guide and support less experienced team members
Additional Skills
Experience supporting healthcare technology, clinical applications, or electronic health record systems
Working knowledge of operating systems, application troubleshooting, and basic networking concepts
Experience utilizing ticketing, knowledge management, and customer support platforms
Ability to communicate effectively with customers, clinical staff, and business stakeholders
Experience facilitating customer education, onboarding, or workflow support activities
Ability to create or improve knowledge articles, training materials, and support documentation
Bilingual English/Spanish proficiency preferred
Prior healthcare operations, clinical support, or healthcare technology experience highly desired
Demonstrated initiative in identifying process improvement opportunities
Demonstrated ability to work effectively in a fast-paced environment
Shift Details
Flexible 8-10 hour shifts Monday-Friday between 6:00 AM and 6:00 PM Central, with participation in an on-call rotation (Thursday-Thursday, 6:00 PM-6:00 AM Central) to support customer incidents, service continuity, and business operations.
Physical Requirements
General Office Demands
Up to 20% Travel to Customer Sites for Implementation Assistance and Training Opportunity
We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.
Our Base Pay Range for this position
$22.57 - $37.61
McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:
McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.
McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.
McKesson job postings are posted on our career site: careers.mckesson.com.
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.
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