Application Administrator/Support

Company Name:
The Customer Portal Support Team currently supports and manages 25,000+ McKesson Technology Services customer accounts via the Customer Portal website. We are seeking an experienced, self-directed individual to provide first level support / team lead responsibilities in a call-center environment.
Position Description
Responsible for providing technical support for help desk calls. Resolve 90% or higher of calls immediately while on the phone with the customer. Coordinates Help Desk responsibilities and administrates the SAP and Knowledge Base systems to manage customer's accounts. Prioritizes, evaluates, resolves and escalates calls as required while following-up with customers. Utilizes the Remedy application to create and escalate support tickets. Generates reports on a monthly basis to analyze the call support trend.
Occasionally is involved with user acceptance testing (UAT) for supporting the planning, design and execution of system testing on simple to complex implementations. Works collaboratively within the IT department and business units to execute and validate test cases based upon system requirements.
Other responsibilities include:
o Perform user acceptance testing on various web applications and reporting systems.
o Validate that user expectations are achieved during the testing process.
o Review user requirements documents to ensure that requirements are testable.
o Document quality assurance practices

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