Product Support AnalystMacro 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.CompensationTarget compensation for this role is $28.00 – $30.00/hour, depending on experience. This position is eligible for a 5% annual bonus.Location & ScheduleThis is a hybrid role based in Las Colinas (Irving, TX) with two (2) required in-office days per week.
Candidates must be local and able to commute to the office. Standard shift is 12:00 PM – 9:00 PM CST, Monday–Friday. On in-office days, the schedule may include a flexible split shift to complete the full 8-hour workday.Key ResponsibilitiesResponsible 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.Minimum RequirementsDegree or equivalent and typically requires 2+ years of relevant experience.Critical SkillsProduct applications support experience.Strong troubleshooting, critical thinking, and analytical skillsStrong verbal and written communication skillsWorking knowledge of a wide variety of software, hardware & PC operating systemsDemonstrated ability to handle calls & act as a resolution point for issues & prevent issues from escalating further.Familiar with Microsoft Office applications with strong Excel skillsTechnical proficiency in software applications and the utilization of Web-based training applicationsAdvanced Microsoft Office proficiencyAdditional Knowledge & SkillsStrong organizational skills with the ability to work through a large caseload per SLA requirements.Experience with 340B Architect and Macro Helix division exposure a plusKnowledge of the 340B program a plusHigh degree of self-motivation and ability to work independently.Strong interpersonal, communication, negotiation, and customer service skills