Sr. Product Support Analyst

Macro 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.

Compensation

• Target compensation for this role is $28.00 – $30.00/hour, depending on experience.

• This position is eligible for a 5% annual bonus.

Location & Schedule

• This 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 Responsibilities

• Responsible 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 Requirements

Degree or equivalent and typically requires 2+ years of relevant experience.

Critical Skills

• Product applications support experience.

• Strong troubleshooting, critical thinking, and analytical skills

• Strong verbal and written communication skills

• Working knowledge of a wide variety of software, hardware & PC operating systems

• Demonstrated ability to handle calls & act as a resolution point for issues & prevent issues from escalating further.

• Familiar with Microsoft Office applications with strong Excel skills

• Technical proficiency in software applications and the utilization of Web-based training applications

• Advanced Microsoft Office proficiency

Additional Knowledge & Skills

• Strong organizational skills with the ability to work through a large caseload per SLA requirements.

• Experience with 340B Architect and Macro Helix division exposure a plus

• Knowledge of the 340B program a plus

• High degree of self-motivation and ability to work independently.

• Strong interpersonal, communication, negotiation, and customer service skills

This role is a hybrid position. The selected candidate is expected to work on-site at our Las Colinas office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in-office days may be designated based on team needs and business priorities.