Job Description
Supervise a technical support team, providing leadership, technical guidance, and strategic direction to ensure efficient resolution of application issues and exceptional customer service.
Job Responsibilities
* Promote Product Services & Management department goals by selecting, motivating, and training capable team members.
* Lead the activities of assigned Product Services & Management team members by communicating and providing guidance toward achieving department objectives.
* Utilize current technology to gather, store, disseminate, and analyze information to make strategic decisions.
* Use quantitative and qualitative data from internal and external sources to produce dashboards, metrics, or insights and identify trends or anomalies.
* Collaborate with development teams to design business intelligence solutions.
* Implement initiatives to minimize external threats or competition and capitalize on market opportunities.
* Participate in strategic planning; present insights to leadership on competitiveness and provide recommendations for future actions.
* Perform related duties as required; all responsibilities noted here are considered essential under the Americans with Disabilities Act.
Preferred Skills
* Deep understanding of mobile and web applications
* Strong analytical and problem-solving skills, advanced troubleshooting skills
* Familiarity with APIs and networking concepts (TCP/IP, DNS, firewalls)
* Knowledge of various operating systems (iOS, Android, Windows, macOS)
* Knowledge of various devices (smartphones, tablets, desktops)
* Experience using ticketing systems
* Proven ability to manage and motivate a team
* Ability to balance and prioritize multiple tasks
* Experience managing technical incidents
* Ability to establish KPIs and monitor team performance
* Ability to develop and implement policies and procedures
* Excellent written and verbal communication skills
* Ability to make timely and informed decisions
* Strong commitment to providing excellent customer service
* Ability to adapt to changing technology and business needs
* Experience with HIPAA regulations
* Familiarity with retail, specialty, and/or PBM pharmacy workflows and prescription fulfillment
* Proven track record of achieving business objectives
* Ability to work independently and as part of a team in a fast-paced environment
* Understanding of the SDLC, including Agile methodologies
Job Qualifications
* Bachelor's Degree required, or equivalent combination of education and related experience.
* 6-8 years of industry experience in technical support preferred
* 2-5 years of leadership and information technology experience required
Travel may be required for business needs.
Working Arrangements
May require on-call after hours support. The position offers flexible shift options, each lasting 8 hours, between 7 AM and 7 PM. Shifts may include weekdays, weekends, and holidays as needed.
Additional Salary Details
The listed salary range or hourly rate is a good faith estimate and may be adjusted based on factors such as location, experience, education, and internal policies.
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