Job Summary
The Support Analyst is responsible for troubleshooting and resolving issues related to mechanical failures, computer hardware failures, software failures, network problems and user issues, and supports new client implementations. The Support Analyst must exercise independent judgment to determine the source of the problem and the most appropriate way to resolve. McKesson Automation products are in mission critical areas of the hospital and retail pharmacy environment, therefore, decisions must be made to assure maximum “uptime” for the equipment. Although escalation resource is available, we expect the Analyst to close over 70% of incoming tickets.
Specific Responsibilities
- Strong analytical and problem-solving skills
- Ability to work independently
- Providing hardware/software support in a Windows environment with advanced knowledge of supporting Microsoft Windows suite.
- Monitor the incoming call queue and answer calls to maintain established service levels.
- Record and/or maintain accurate information within ticketing system for all Automation devices.
- Properly document all customer interactions and troubleshooting actions into the department’s call tracking system.
- Manage open calls to ensure appropriate resolution time.
- Able to acquire technical knowledge for all new products and solutions that need to be supported.
- Remotely assist and support field service technicians.
- Proficiency in Windows applications (Excel, Word, PowerPoint….)
- Proficient in written/oral communication skills
- Excellent organization skills; ability to prioritize and multi-task
- Other duties as assigned.
Skills and abilities required
- Bilingual conversational French & English – oral & written
- Team player always ready to aid peers and supervisor in reaching personal and team goals.
- Able to work in some stressful condition
- Flexible, creative, self-motivated, with good interpersonal skills
- Knowledge of remote access software (TeamViewer, Remote Desktop, …)
- Ability to communicate easily with individuals from various sectors
- Experience in databases like SQL, Oracle would be an Asset
- Experience in robotics or biomedical equipment would be an asset.
Working Conditions
- Working hours are determined based on the needs of automation clients.
- The position requires rotating shifts between 7:30 a.m. and 7:00 p.m.
- May require additional working hours.
- On-site fitness center available.
- Office showers are available.
- Excellent corporate benefits.
Minimum Education Required
- College diploma with studies in computer science, electronics, robotics, or equivalent.
- A minimum of one year of experience is required, preferably in a customer service environment.
- A minimum of one year of work experience with databases and/or experience in robotics and electronics.
- Experience with Microsoft Office.
