McKesson Canada Hiring for Pharmacy Rx Software, Technical Support Associate at Mississauga, ON Full Time

McKesson requires new employees to be fully vaccinated for COVID-19 as defined by Health Canada, subject to applicable, verified accommodation requests.

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 17 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we’re so much more than a distribution company. We’ve automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.

At McKesson Canada, you’ll 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.

Job Summary

The Pharmacy Technical support agent is responsible for understanding, documenting and resolving customer issues related to installed McKesson hardware, networks and software.

Specific Responsibilities

• Troubleshoot and find resolution for product issues and questions relating to pharmacy processes and best practices
• Thorough knowledge of pharmacy dispensary process.
• Provide 1st level system support for all McKesson Pharmacy Technology Solutions (PTS) systems used within customer pharmacies.
• Identify the level of product knowledge of the customer and adjust technical communications to solve customer’s problem
• Follow up with customers, IT teams, managers and vendors regarding outstanding incidents and defects to provide resolution and updates
• Escalate complex problems as necessary.
• Remotely connect to stores to perform maintenance and problem diagnosis/resolution
• Provide solutions to problems and advice, regarding best practices
• Providing input on what is important for pharmacies with regard to software needs
• Maintain up to date knowledge of pharmacy and retail industry
• Perform other duties as assigned to support McKesson Pharmacy Technology Solutions (PTS).
• Employ a high level of interpersonal and communication skills to defuse customer frustration and move toward a solution
• Deliver quality resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures
• Achieve and maintain required performance standards – Including but not limited to; call quality, customer satisfaction and call resolution. Adhere to shift schedules and maintain acceptable attendance. Provide shift or off-hours pager support, when necessary
• Search and retrieve data from various databases
• Log all incoming calls and accurately create summery and action notes in call tracking / incident management application
• Participate in training activities to maintain technical currency, and to broaden product knowledge.

Position Requirements

• 2-3-year College diploma in a relevant discipline; focus in Computer Technician preferred
• 2-3 years working with Pharmacy software preferred
• Demonstrated superior customer service experience
• Excellent communication skills both written and verbal
• Ability to analyze, interpret and address customer needs
• Knowledge of computer operating systems and networking hardware components, including but not limited to one or more of the following: Windows 10
• Ability to be flexible and quickly adapt to changing business needs and processes
• Ability to employ professionalism, patience and self-control in handling upset customers
• Ability to work in a time critical environment
• Ability to work nights and weekends.

Job Types: Full-time, Permanent

Additional pay:

• Bonus pay

Benefits:

• Company pension
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• Vision care
• Work from home

Schedule:

• 8 hour shift