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 recommend future actions.
* Perform related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here but considered related are not essential functions.
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 operating systems (iOS, Android, Windows, macOS)
* Knowledge of various devices (smartphones, tablets, desktops)
* Experience with 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 communication skills
* Timely and informed decision-making
* Commitment to customer service
* 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 a team in a fast-paced environment
* Understanding of SDLC, including Agile methodologies
Job Qualifications
* Bachelor's Degree or equivalent experience
* 6-8 years industry experience in technical support (preferred)
* 2-5 years leadership and IT experience (required)
Travel may be required for business needs.
May require on-call after hours support. The position offers flexible 8-hour shifts between 7 AM and 7 PM, including weekends and holidays as needed.
Additional salary details are provided, with compensation factors including location, experience, and education.
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