RetinaOS Technical Service Support Specialist - US Remote

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 Service Specialist is responsible for serving as the primary contact for customer queries and resolutions related to RetinaOS, our advanced inventory management platform. By assisting our clinics in effectively utilizing this industry-leading solution, the specialist plays a crucial role in ensuring that our clinics can provide patients with the best possible care. The main objective of this position is to maintain strong customer relationships and provide prompt and effective solutions to issues that arise. The specialist will troubleshoot customer concerns, educate users on system functionality, provide workflow guidance, and coordinate with internal teams and external partners when necessary. This role combines technical problem-solving with customer service and product support to help customers maximize the value of RetinaOS. In addition, this role places a strong emphasis on customer satisfaction and retention. The specialist will proactively resolve issues, provide ongoing education, and identify opportunities to improve customer experience while supporting the successful adoption and utilization of the platform.

Serve as the primary point of contact for customer inquiries and resolutions related to RetinaOS. Respond to incoming customer support requests in a timely manner, empowering customers to self-serve whenever possible. Work with customers to diagnose, troubleshoot, and resolve issues related to inventory management, application functionality, and system usage. Educate customers on RetinaOS features, workflows, and best practices when appropriate. Manage support cases from intake through resolution, ensuring accurate documentation, and timely follow-up. Collaborate with other McKesson functions or external vendors to resolve broader issues, such as purchasing, distribution, integrations, etc. Escalate technical issues and feature requests through the appropriate path, providing sufficient summarization, analysis, documentation, and business context to make the request actionable. Maintain strong customer relationships through proactive communication, accountability, and a commitment to positive customer outcomes. Identify recurring customer issues, support trends, and opportunities for process or product improvements. Communicate findings and recommendations to leadership and cross-functional teams. Document troubleshooting procedures, known issues, and resolutions to contribute to internal knowledge resources and improve team efficiency. Provide basic analysis of support requests, customer relationships, and areas within the application that generate an outsized number of support requests.

Degree or equivalent and typically requires 2+ years of relevant experience. Critical Skills 2+ years of Technical Support for customer-facing product. 2+ years of experience supporting customer-facing software applications. Excellent verbal and written communication skills are essential to effectively interact with customers and provide clear instructions, explanations, and workflow guidance. The candidate should have a solid understanding of software applications and be comfortable troubleshooting technical issues related to the RetinaOS platform. Must have strong problem-solving and analytical skills to quickly identify, diagnose, and resolve customer