Technical Helpdesk Support-2

  • Company: McKesson
  • Posted: September 10, 2016
  • Reference ID: 16007576-en-us

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. It starts with the chain of events you initiate when you work with McKesson Pharmaceutical - a chain that extends across the country and results in millions of people getting more from their healthcare.

As the leader in pharmaceutical distribution and supply chain management, McKesson Pharmaceutical delivers vital branded and generic pharmaceuticals, as well as over-the-counter products, to more than 40,000 customers in three primary segments: retail chains, independent retail pharmacies and institutional providers such as hospitals, health systems, integrated delivery networks and long-term care providers.

We base our distribution excellence on electronic order processing, asset management tools, a commitment to Six Sigma methodology, order accuracy and supply chain safety. We work with our customers on solutions - including supply management technology, world-class marketing programs, managed care and repackaging products and services - that help them meet their business and quality goals. Our entire team works to ensure patients receive their medications efficiently and begin the process of healing.

As the nation’s largest pharmaceutical distributor, US Pharmaceutical is committed to driving total pharmacy health for customers and ensuring that customers receive the right drug at the right time, every time. This commitment is underpinned by McKesson’s focus on providing customers with the industry’s highest product availability, intelligent ordering capabilities and unmatched service accuracy.

Join our team of leaders to begin a rewarding career.

As a customer care representative you will handle inbound calls from McKesson customers utilizing McKesson systems, processes, and procedures.  Calls are handled with accuracy while meeting departmental and individual performance goals.  You will also handle escalated issues from Level 1 and customers support desks. You will integrate and practice McKesson Shared Principles of Integrity, Customer Centered, Accountability, Respect and Excellence (ICARE).

Key Responsibilities:
  • Triage, research and resolve Pharmacy application issues escalated from both internal and customer Level 1 Help Desks
  • Indentify defects in the Pharmacy System based on issue investigation and functional specs review
  • In depth, cross functional application troubleshooting using database access tools, general research tools, functional requirements and defect tracking systems
  • Maintain updates with customers on all open issues per department standards.
  • Adavanced PC, Windows, Network and Hardware troubleshooting
  • Enter all calls in the Call Tracking System with accuracy and well documented call notes
  • Communicate effectively with Internal and External customers


Minimum Requirements:

Minimum 12 months customer service experience with proven technical troubleshooting experience.  Bachelor’s degree in an IT related field is preferred but not required.  Minimum 6 months Level 1 heloThe ideal candidate will learn quickly, has excellent communication skills, and basic computer skills.

Other Requirements:
  • You must be flexible to work any shift during operational hours of Monday – Saturday 7:00am-10:00pm
  • You must be flexible to work On Call times Monday – Sunday.
Additional Knowledge & Skills:
  • MS Office (Excel, Word, Outlook)
  • Background in object oriented databases
  • Experience with Windows 7/XP
  • Application troubleshooting background
  • Organized and detail oriented
  • Initiative
  • Team work
  • Positive attitude
  • Excellent attendance record
  • Strong schedule adherence
  • Multitasking abilities
  • High levels of engagement
  • Time management skills
  • Minimum 1 year experience in a call center environment preferred
  • Knowledge of SAP preferred
  • Pharmacy Tech exp preferred
  • Bilingual differential for fluent Spanish speaking individuals
BS degree or equivalent experience.

Physical Requirements:
General Office Demands

Benefits & Company Statement
McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement
No agencies please.

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