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 on competitiveness and recommend future actions.
* Perform related duties as required. All responsibilities here are essential functions under the Americans with Disabilities Act. Duties not mentioned but related are not considered essential.
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 and manage 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 team environments
* Understanding of SDLC and Agile methodologies
Job Qualifications
* Bachelor's Degree or equivalent education and 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.
Working Arrangements
Flexible shifts within 7 AM to 7 PM, including weekends and holidays as needed. May require on-call support after hours.
Additional Salary Details
The listed salary range is a good faith estimate and may vary based on factors like location, experience, and education.
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