RetinaOS Technical Service Support Specialist - US Remote

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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.

Key Responsibilities

• 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.

Minimum Requirement

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 issues. Should be able to think critically, analyze root causes, and propose effective solutions.

• The candidate should have a customer-centric mindset and be committed to providing exceptional service. They should be empathetic, patient, and able to handle difficult situations with professionalism.

• Being well-organized and able to manage multiple customer inquiries simultaneously is necessary. Must be able to prioritize tasks effectively and ensure timely resolution of customer issues.

• The candidate should be able to collaborate effectively with different departments within the company to address customer issues. They should be team players and able to communicate and coordinate with colleagues to provide seamless support to customers.

• The candidate should demonstrate accountability, ownership, and attention to detail when managing customer issues and follow-up activities

Additional Knowledge & Skills

• Preferred experience supporting SaaS or healthcare technology solutions.

• Familiarity with inventory management, specialty pharmaceutical operations, or clinical workflow systems would be beneficial.

• Knowledge of EMR/EHR or practice management systems.

• Experience utilizing ticketing or case management systems.

• Experience interpreting application data and troubleshooting workflow-related issues.

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, pleaseclick here.

Our Base Pay Range for this position

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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.

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