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.
The Customer Care Representative is responsible for understanding, documenting and resolving customer issues related to installed McKesson hardware and/or Point of Sale software and networks.
Troubleshoot and find resolution for product issues and questions relating to pharmacy processes and best practices.
Thorough knowledge of point of sale software.
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.
2-3-year College diploma in a relevant discipline; focus in Computer Technician preferred.
2-3 years working with Point of Sale in a pharmacy 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.
Career Level P1
McKesson is an Equal Opportunity employer.
The material contained herein is provided for informational purpose only. All open jobs offered by McKesson on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.
The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.
McKesson is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.
The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.
Current employees must apply through internal career site.
Join us at McKesson!
Internal Number: JR0042402
About McKesson Corporation
We deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career. You can count on us to provide you with resources and opportunities to grow and be your best, while contributing to our pursuit of improving lives. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient. We work to distribute medical supplies, bandages, syringes, vials of flu vaccine, and pharmaceutical drugs to help real patients like Jack, an eight-year-old boy battling cancer. We take that job seriously. Together, the work we do is shaping the future of healthcare. If you are passionate about combining a meaningful career with a balanced life, join us on this journey and apply for a job with McKesson today. Every day, McKesson’s employees deliver products to healthcare providers that make a difference in the care and life of a patient.