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 provide recommendations for future actions.
* 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 with ticketing systems
* Proven ability to manage and motivate a team
* Ability to prioritize multiple tasks effectively
* 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 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 settings in a fast-paced environment
* 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.
May require on-call support after hours.
Flexible shift options available, each lasting 8 hours, between 7 AM and 7 PM, including weekends and holidays as needed.
Additional Salary Details
The listed salary range or hourly rate is an estimate and may be adjusted based on factors such as location, experience, and education.
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