Product Support Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee communications between 340B covered entities and manufacturers concerning the utilization of Second Sight Solutions software platforms and adherence to manufacturer policies regarding contract pharmacy usage.

• Conduct intake triage for incoming inquiries via chat, email, and phone, ensuring appropriate routing, prioritization, and documentation.

• Act as a subject matter expert on Second Sight Solutions software products, systems, workflows, and user interactions.

• Provide educational support and resolve complex platform-related issues.

• Independently escalate or de-escalate high-impact issues based on their technical severity and business relevance.

• Engage in the development and ongoing enhancement of incident response processes and post-incident reviews.

• Leverage knowledge of pharmaceutical manufacturer policies to facilitate effective communication management.

• Comply with internal SLAs, case management standards, and client requirements while enhancing user satisfaction.

• Enhance, create, and develop knowledge base articles, process manuals, and materials for client launch and onboarding.

• Retain responsibility for case follow-up until resolution and provide clarity to stakeholders.

⛳️ Requirements

• At least two years of experience in a support or client-facing role within the healthcare sector.

• Experience related to the 340B Drug Pricing Program is highly desirable.

• Proven ability to exercise discretion and independent judgment in analyzing and resolving complex product or customer issues.

• Strong critical thinking, communication, and problem-solving abilities.

• Experience in managing intake processes or customer inquiry triage.

• Proficient in Microsoft Office Suite, including PowerPoint, Excel, Word, and Outlook.

• Experience in working with clients or supporting client deliverables.

• High attention to detail and a commitment to producing quality outcomes.

• Willingness to learn and research new healthcare materials.

• Demonstrated initiative, adaptability, and a mindset focused on continuous improvement.

• Exceptional verbal and written communication skills, capable of explaining technical issues to both technical and non-technical audiences.

• Highly organized with a proactive approach and a dedication to ongoing improvement.

• Proven track record of success in a collaborative, cross-functional team setting.

• Must provide verification of legal authorization to work in the United States without company sponsorship.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and continuous learning.

• Collaborative and supportive work environment.

• Flexible work arrangements.