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
1. Promote the goals of the Product Services & Management department by selecting, motivating, and training capable team members.
2. Lead the activities of the assigned team by communicating effectively and providing guidance to achieve department objectives.
3. Utilize current technology to gather, store, disseminate, and analyze information for strategic decision-making.
4. Use quantitative and qualitative data from internal and external sources to produce dashboards, metrics, or insights, and identify trends or anomalies.
5. Collaborate with development teams to design business intelligence solutions.
6. Implement initiatives to minimize external threats or competition and capitalize on market opportunities.
7. Participate in strategic planning; present insights to leadership and provide recommendations for future actions.
8. Perform related duties as required; all responsibilities here are considered essential functions under the Americans with Disabilities Act.
Preferred Skills
* Deep understanding of mobile and web applications
* Strong analytical and problem-solving skills, with advanced troubleshooting abilities
* Familiarity with APIs and networking concepts (TCP/IP, DNS, firewalls)
* Knowledge of operating systems (iOS, Android, Windows, macOS)
* Knowledge of devices (smartphones, tablets, desktops)
* Experience with ticketing systems
* Proven leadership and team management skills
* Ability to prioritize multiple tasks effectively
* Experience managing technical incidents
* Ability to establish KPIs and monitor team performance
* Skill in developing and implementing policies and procedures
* Excellent written and verbal communication skills
* Decision-making abilities
* Strong customer service commitment
* Adaptability 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 team environments within a fast-paced setting
* Understanding of SDLC and Agile methodologies
Job Qualifications
* Bachelor's Degree or equivalent experience
* 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.
May require on-call support after hours.
The position offers flexible 8-hour shifts between 7 AM and 7 PM, including 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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