Support Analyst (340B)

Job Description

Job Description We are seeking Customer Support Analysts to provide front-line technical and functional support for a cloud-based 340B pharmacy solution. This individual will work directly with customers to troubleshoot application issues, manage inbound support cases, and help resolve issues involving pharmacy data, file ingestion, user access, claims, and 340B workflows. This is a hands-on support role for someone who is proactive, organized, and comfortable troubleshooting issues rather than simply escalating them. Candidates should have some exposure to 340B, pharmacy, healthcare claims, or a similar healthcare technology workflow.

Key Responsibilities

• Serve as the front-line support contact for customers using a cloud-based pharmacy/340B application.
• Handle inbound customer cases via phone, email, and case management systems.
• Troubleshoot issues ranging from basic user access and password resets to more complex application and data problems.
• Investigate 340B file movement and ingestion, including identifying where a file or data feed may have failed.
• Support workflows involving data from pharmacy vendors, manufacturers, healthcare systems, and other external sources.
• Troubleshoot issues related to claims, pharmacy inventory, accumulation, and 340B program workflows.
• Support cloud-based applications and identify the root cause of customer issues.
• Document cases clearly and manage multiple customer issues simultaneously.
• Take initiative and actively drive cases toward resolution rather than waiting for direction.
• Partner with internal technical teams when issues require additional escalation or investigation.

Skills and Requirements

• Experience with 340B in some capacity, ideally within pharmacy, hospital systems, healthcare technology, claims, or pharmacy support.
• Strong technical troubleshooting skills within a cloud-based application environment.
• Experience supporting customers or end users through live calls, email, and/or case management systems.
• Strong experience with Microsoft 365 applications.
• Exposure to or understanding of AI/agentic workflows and tools such as Claude.
• Outstanding communication and customer-facing soft skills.
• Strong organization and time-management skills.
• Proactive mindset with the ability to independently investigate and solve problems.
• Experience with EMR/EHR integrations.
• Healthcare or pharmacy billing/claims experience.
• SQL knowledge or experience using SQL for troubleshooting.
• Experience with ETL/data ingestion workflows.
• Hospital system or pharmacy technology experience.
• Experience troubleshooting integrations between multiple vendors or healthcare systems

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].