Job Description

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

The Technical Help Desk Technicians is responsible for second-level support for all McKesson Connect standard software and hardware, ordering, handheld devices, and enabling and activating CSOS Certificates. This position provides an effective diagnostic evaluation of end-user Pharma Customer needs and in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction.

The position also requires effectively delivering technical training and support needs for other McKesson personnel and customers over the phone. Support and demonstration of the McKesson iLead and iCare values and expectations for customer support and satisfaction are fundamental to this team to provide an effortless customer experience and one call resolution.

Schedule:

Shift times will vary between the hours of Monday-Friday 6am-10pm; rotating weekends.

Key Responsibilities

• Responsible for the remote support to users with technical problems and information technology issues experienced by Pharma Customers using McKesson Connect ordering systems.
• Provide technical resolution that includes but is not limited to the following:

Identify, research, and resolves technical problems, timely response to telephone calls and Chat Support,

email and personnel requests for technical support.

• Accurately document, track, and monitor the reported problems/issues to ensure a timely resolution via Salesforce
• Escalate important or reoccurring issues causing impact to Service Levels to the department Business Analysts and Team Leads
• Work in various inbound call queues as assigned by Workforce Management
• Able to function independently and produce results that meet standards of quality, timeliness, and acceptability
• Consistently meet department KPI Metrics (including Call Quality, Service Levels, Issue resolutions, Schedule Adherence, and Attendance)
• Special projects and other duties as assign
• Minimum Qualifications
• 2+ years experience working in a Help Desk call center environment
• Technical degree or technical certification/certificate
• Remote Desktop Troubleshooting
• Technical support, customer service, and software or mobile device support experience.
• Strong customer service and troubleshooting skills
• Ability to communicate technical information verbally to a wide range of end-users (i.e. internal employees, hospitals, VA, and retail customers)
• Strong attention to detail, with a focus of rapport-building, listening and questioning
• Ability to communicate technical information to both technical and nontechnical audiences
• Good written and oral communication skills
• Working knowledge of MS Word, Excel, Outlook, and PowerPoint.
• Experience using Salesforce and/or knowledge of creating help desk tickets.
• Not on any corrective action or performance plan within the last year (internal candidates)
• Career Level - IC-Professional-P1

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

$20.63 - $34.39

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.

Join us at McKesson!