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 the assigned Product Services & Management team by communicating effectively and providing guidance to achieve department objectives.
3. Utilize current technology to gather, store, disseminate, and analyze information to support strategic decision-making.
4. Use quantitative and qualitative data from internal and external sources to create dashboards, metrics, or insights, and to 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 market opportunities.
7. Participate in strategic planning; present insights to leadership and recommend future actions.
8. 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, with advanced troubleshooting abilities.
* Familiarity with APIs and networking concepts (TCP/IP, DNS, firewalls).
* Knowledge of various operating systems (iOS, Android, Windows, macOS).
* Knowledge of different 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 and monitor KPIs for team performance.
* Capability 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 excellence.
* Adaptability to changing technology and business needs.
* Experience with HIPAA regulations.
* Familiarity with retail, specialty, and PBM pharmacy workflows and prescription fulfillment.
* Proven track record of achieving business objectives.
* Ability to work independently and collaboratively in a fast-paced environment.
* Understanding of the SDLC, including 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 Requirements
May require travel for business needs.
Working Arrangements
May require on-call after-hours support. The position offers flexible 8-hour shifts 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 vary based on factors like location, experience, and education. Compensation details are subject to change.
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