Overview
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 the goals of the Product Services & Management department by selecting, motivating, and training capable team members.
* Lead the activities of the assigned team by communicating effectively and providing guidance to achieve department objectives.
* Utilize current technology to gather, store, disseminate, and analyze information for strategic decision-making.
* 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 market opportunities.
* Participate in strategic planning; present insights to leadership and provide recommendations for future actions.
* 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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