McKesson Customer Support Representative in Malvern, Pennsylvania

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Pharmacy Systems & Automation, our Pharmacy Management Systems offer customer solutions through three technology systems: EnterpriseRx, PharmacyRx and Pharmaserv. We automate, streamline and centralize systems that conveniently convert data into information and services that help to provide better care, better business and better results.

Every single McKesson employee contributes to our mission—by joining McKesson Pharmacy Systems & Automation you act as a catalyst in a chain of events that helps millions of people all over the globe. We understand the importance of a system that works together. You’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Your expertise, drive and passion can help us improve everything we touch, from providers to payors to pharmacies. Working here is your opportunity to shape an industry that’s vital to us all.

Join our team of leaders to begin a rewarding career.

Position Description

The Customer Support Representative works closely with HVS customers in identifying maintains and resolving hardware/software defects and networking issues. They maintain positive relationships with our Automated Pharmacy Systems customers by answering calls into the support telephone line and responding to customers emails. He/She must understand each customer’s Automated Pharmacy System, consult with customer regarding system operation, and troubleshoot and resolve system problems. Must be able to work individually and as part of a team. Must have experience of Windows Operating System, basic networking and hardware. Must have good telephone skills and strong technical troubleshooting skills and ability to solve problems remotely.

Key Responsibilities included, but not limited to:

  • Remote phone support totroubleshoot hardware, software and networking issues.

  • Ability to build customerrelationships built on trust, execution of commitments and true empathy for thecustomer’s situation.

  • Demonstrate initiative andskill in troubleshooting technical problems and customer follow-up.

  • Respond with accuracy andtimeliness to all customer inquiries (phone and email)

  • Manage all customer IssueTickets and Change Requests into Customer Management system.

  • Schedule and perform softwareinstallation for the Automated Pharmacy Systems.

  • Interact effectively with bothcustomers and colleagues.

  • Provide monthly reports tocustomers and/or management.

Minimum Requirements

2 years product applications support experience

Critical Skills

  • Ability to work an8-hour shift inside operating hours of Monday – Friday from 8am – 8pm (noweekend coverage required)

  • 2 years in acall center environment

  • Computer skills inthe following area: database, Windows Operating System, Microsoft SQL, andnetworking.

  • 2 plus years’experience answering product line questions

  • Excellent writtenand verbal communication skills

  • Strongadministrative skills

  • Detail oriented

  • Customer focusedattitude

  • Good problem-solvingskills--ability to provide remote troubleshooting

    Additional Knowledge & Skills

  • Experience introubleshooting hardware issues remotely is a plus.

  • Health Careexperience is a plus.

  • Solid knowledge ofcomputer hardware is a plus

  • JIRA Experiencehighly preferred

  • Knowledge ofserial communication devices and protocols (e.g RS 232) is highly preferred

  • Knowledge ofdigital communication wiring and tools (e.g. RJ45, RS232, DB9, DB25,converters, pin-outs.) is highly preferred


BS degree or equivalent experience

Benefits & Company Statement

We believe you should be rewarded for the important work you do. For that reason, you'll receive a competitive compensation and benefits package when you join our team.

It starts with you. That's a simple sentence but it says a lot. It reminds each one of us that what we do matters. 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. By connecting and improving the business of healthcare, we're helping to ensure that millions of patients get the treatment they need. And by choosing a career with McKesson Pharmacy Systems & Automation, you'll join a team of passionate people working together to improve lives and advance healthcare.

At McKesson, we believe we can empower healthcare. And it all starts with you.

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

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

Agency Notice

No agency candidates please

Job: Technology

Organization: McKesson Rx Tech Solutions

Title: Customer Support Representative

Location: Pennsylvania-Malvern

Requisition ID: 18005725