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 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 operating systems (iOS, Android, Windows, macOS)
* Knowledge of 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
* Ability to make timely, informed decisions
* Strong 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 and 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 potential weekends and holidays.
Additional Salary Details: The listed salary range is a potential base compensation, subject to factors such as location, experience, education, and internal policies.
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