[Hiring] Associate, Product Support @BRG

Role Description

The Product Support Associate must understand all of Second Sight Solutions’ software platforms, solve problems independently, and improve support processes, tools, and user experiences. The Product Support Associate must demonstrate the ability to make critical decisions about system behavior, issue prioritization, and root-cause resolution.

• Manage all communications between 340B covered entities and manufacturers regarding their use of Second Sight Solutions software platforms and compliance with manufacturers’ policies on contract pharmacy utilization. Communications are via chat, email, and phone.
• Independently perform intake triage for inbound inquiries (via chat, email, and phone), using structured decision-making to ensure proper routing, prioritization, and documentation.
• Serve as a subject matter expert for Second Sight Solutions software products, with an understanding of the systems, workflows, and user interaction to offer education support to address complex issues for users of the Second Sight Solutions platforms.
• Use discretion and sound judgment to independently escalate or de-escalate high-impact issues, while understanding technical severity and business context.
• Participate in creating and continuously improving incident response processes and post-incident reviews.
• Understand the basics and nuances of pharmaceutical manufacturer policies to ensure efficient, effective support and communication management.
• Adhere to internal SLAs, case management standards, and client requirements for communication handling and documentation, while increasing user satisfaction.
• Contribute to improving, designing, and developing knowledge base articles, process manuals, and materials that can be leveraged in supporting new client launches and onboarding to Second Sight Solutions software products.
• Maintain ownership of case follow-up to ensure resolution and clarity for all stakeholders.

Qualifications

• Minimum two years of work experience in a support or customer-facing role in the healthcare industry; A minimum of 5 years of experience is required for the Senior level position.
• Background related to the 340B Drug Pricing Program highly preferred.
• Experience applying discretion and independent judgment in analyzing and solving complex product or customer issues.
• Strong critical thinking, communication, and problem-solving skills, particularly in ambiguous or complex situations.
• Experience managing intake processes or customer inquiry triage.
• Proficient in Microsoft Office, including PowerPoint, Excel, Word, and Outlook.
• Experience working with clients or helping to support client deliverables.
• High attention to detail and commitment to producing quality work.
• Eager to learn and research new healthcare content.
• Strong initiative, adaptability, and a continuous improvement mindset.
• Excellent verbal and written communication skills with the ability to explain technical issues to both technical and non-technical audiences.
• Highly organized with a proactive mindset and a commitment to continuous improvement.
• Proven success in a collaborative, cross-functional team environment.
• Candidate must be able to submit verification of his/her legal right to work in the United States, without company sponsorship.

Requirements

• Salary range: $75,000 - $110,000

Company Description

BRG combines world-leading academic credentials with world-tested business expertise and purpose-built emerging technologies. Our culture centers on agility and connectivity which sets us apart and gets you ahead.

• Our professionals include specialist consultants, industry experts, renowned academics, and leading-edge data scientists.
• Together, they bring a diversity of real-world experience, data, and human and artificial intelligence, to economics, disputes, and investigations; corporate finance; and performance improvement services that address the most complex challenges facing organizations across the globe.
• Our unique structure nurtures the interdisciplinary relationships that give us the edge, laying the groundwork for more informed insights and more original, incisive thinking.
• When paired with our global reach and resources, our diverse perspectives and technical capabilities make us uniquely capable to address our clients’ challenges.
• We get results because we know how to apply our thinking to your world.
• At BRG, we don’t just show you what’s possible. We’re built to help you make it happen.
• BRG is proud to be an Equal Opportunity Employer.