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 Product Services & Management department goals by selecting, motivating, and training capable team members.
2. Lead the activities of assigned Product Services & Management team members by communicating and providing guidance toward achieving department objectives.
3. Utilize current technology to gather, store, disseminate, and analyze information to make strategic decisions.
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 on competitiveness and provide recommendations for future actions.
8. 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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