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 opportunity markets.
7. Participate in strategic planning; present insights to leadership on competitiveness and recommend future actions.
8. 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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