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 opportunity markets.
* Participate in strategic planning; present insights to leadership and provide recommendations for future actions.
* Perform related duties as required. All responsibilities noted here are considered essential functions of the job 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 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 customer service
* Ability to adapt to changing technology and business needs
* Experience with HIPAA regulations
* Familiarity with pharmacy workflows and prescription fulfillment
* Proven track record of achieving business objectives
* Ability to work independently and in a team in a fast-paced environment
* Understanding of SDLC and Agile methodologies
Job Qualifications
* Bachelor's Degree or equivalent experience required
* 6-8 years of industry experience in technical support preferred
* 2-5 years of leadership and IT experience required
Travel may be required for business needs.
Working Arrangements
May require on-call after hours support. Flexible shifts of 8 hours within 7 AM to 7 PM, including weekends and holidays as needed.
Additional Salary Details
The listed salary range is a potential base compensation, subject to factors such as location, experience, and education.
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